Senior Program Manager

About the team

The Program Management team is part of the Contact Center Operations at Zillow. The Contact Center Operations team provides our customer-facing partners with the tools and resources required to function with operational rigor as we strive to give people the power to unlock life’s next chapter. This multi-functional organization supports multiple lines of business with planning and setting strategic direction, identifying and influencing how strategy is implemented, and ensuring accountability for the outcomes. We are heavy hitters who think big, adapt quickly, and team up to deliver results!

About the role

We are seeking a highly skilled Senior Program Manager with a consistent record of developing and managing roadmaps for integrated support and service functions. The Senior Program Manager is a senior-level member of the Contact Center Operations team that ensures our customers and partners find success with Zillow’s products and services. This role will find opportunities to improve our frontline-to-partner/customer experience and operation through tech and automated solutions, cost-saving initiatives, and funnel experimentation. This person will orchestrate large cross-functional teams, ensuring all aspects of the roadmap are delivered on. You'll play a significant role in aligning objectives with company-wide strategic direction while delivering results on time!

Key responsibilities:

• Translate customers’, operators’, and partners’ needs during the buying, selling, and financing experience into testable hypotheses.

• Implement rapid ‘test-and-learn’ pilots to test new strategies and tactics and quickly scale up successful models.

• Develop and lead a robust program roadmap, drive workback schedules, measurement plans, and cross-functional resources across multiple highly-complex initiatives.

• Prioritize initiatives by establishing a clear evaluation framework and working model with key cross-functional teams (e.g. Product, Data Science, Operations) to fund resourcing.

• Leverage technology, like ChatGPT or similar AI, to drive both individual and operational gains, identifying the best use of automated, digital and human powered solutions.

• Own or play an active role in key rhythms of business in which program performance is inspected and represented holistically.

• Navigate and manage relationships with external partners through clear, respectful, and productive communication.

• Build and maintain program management frameworks, identify, implement, and teach updated methodologies and tools to improve outcomes, mentor junior team members, and increase efficiency for the team.

• Cultivate a positive team environment, encouraging open communication and knowledge sharing.

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, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $105,900.00 - $169,100.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC 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.

Who you are

• Individual who’s proven success as a principal/senior program manager or in a similar leadership role, running multiple complex initiatives from inception to completion.

• Big picture thinker with a creative approach to problem-solving - you love a challenge!

• Excellent at articulating the ‘why’ as well as the ‘what’, relying on your analytical prowess to influence partners and ensure cross-functional execution of the ‘how’.

• Hands-on self starter who thrives with a high degree of autonomy while effectively collaborating with partners to drive impact.

• Keen to break down silos, gain consensus and influence outcomes with technical partners such as product and engineering.

• Highly self motivated with the ab