Buyer Connections Team Manager

About the team

The Connections Team drives meaningful interactions between Zillow consumers and trusted local real estate professionals. As a highly collaborative and fast-paced group, we focus on delivering exceptional experiences and operational excellence that help shape how customers connect with professionals.

About the role

As a Connections Manager, you will play a pivotal role in leading a high-performing team that delivers outstanding customer experiences. You will inspire accountability, foster engagement, and drive results by supporting your team through change and growth opportunities.

You Will Get To

• Monitor and analyze team performance using key metrics, providing timely feedback and coaching to drive results.

• Lead purposeful team meetings and 1:1s to clarify expectations, strengthen engagement, and support development.

• Report on trends and insights to senior leadership, identifying opportunities to enhance customer experience and operational efficiency.

• Manage scheduling, attendance, and workflow to ensure business needs are met and productivity is maintained.

• Identify and implement process improvements with consideration for both short- and long-term impacts.

• Collaborate cross-functionally as a subject-matter expert, providing feedback on new initiatives and supporting decision-making.

• Serve as an escalation resource, diagnosing root causes and coaching employees through resolutions.

• Communicate clearly across channels (Slack, email, documentation, and meetings) to ensure alignment and readiness through change.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $71,200.00 - $113,800.00 annually. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $67,700.00 - $108,100.00 annually. The base pay range is specific to these locations and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

• Experienced in a contact center, customer service, or sales environment (3+ years), with at least 1 year in a supervisory or leadership role preferred.

• Skilled in performance management practices, consistently driving results and engagement.

• Strong customer service background with a results-oriented approach to leadership.

• Adaptable to frequent changes in products, priorities, and metrics, bringing clarity to your team through ambiguity.

• Technically confident and eager to leverage tools like Tableau, Microsoft Office, Salesforce, and Google Suite to support performance.

• Organized and effective at balancing administrative responsibilities with coaching, reporting, and meetings.

• Willing to work weekends and early morning or evening schedules as needed.

Transferable Skills

Here at Zillow, we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.

Get to know us

At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of