HR Manager - Customer Contact Center

About the team

Zillow Group, the top real estate website in the U.S., is building an on-demand real estate experience. Whether selling, buying, renting, or financing, customers can turn to Zillow to find and get into their next home with speed, certainty, and ease.
At Zillow, our people and culture are what set us apart and make us excellent! The HR Business Solutions team helps cultivate an environment for our most valuable asset, our professionals and leaders, to thrive. We are a team of skilled human resource professionals who enjoy collaborating and solving business problems through strategic partnerships with our team, our leaders, and the employees we support.

About the role

The most qualified person for this role will be responsible for the following:

• Collaborate with business leadership, the Senior Manager, HR, and the broader HR team to establish HR plans and solutions to achieve strategic business initiatives and deliver results.

• Partner with leaders at multiple levels and their teams to identify, develop, and implement HR strategies and activities that champion growth, innovation, and organizational effectiveness. This includes implementing programs, processes, and tools to help set managers and employees up for success.

• Assess the human resources needs in areas such as performance management, employee relations, compensation, career development, and leadership development and drive the appropriate solutions in these areas.

• Partner with leadership and other HR teams to find opportunities to attract, develop, and retain people to achieve their fullest potential.

• Navigate complex organizational and people situations and processes using high judgment, thought leadership, effective communication, and pragmatic, operational thinking.

• Provide support, partnership, and guidance to managers on maintaining positive employee relations for a wide range of issues. This may include conducting investigations in response to employee issues and working with HR Leadership to recommend/implement courses of action based on investigation results.

• Support the analysis and facilitation of leadership and cultural initiatives. Use influence and coaching skills to cultivate an environment that reflects our core values.

• Liaison between employees and management to answer questions or concerns regarding company policies, practices, and regulations.

• Partner with appropriate internal and external resources to ensure compliance with all relevant employment laws and regulations, including those related to employment, outsourcing, and contractor management in the United States and internationally.

• Actively develops and mentors talent within the People Organization.
   

Additional Job Description

• You can achieve positive results in a fast-paced environment and navigate leaders through a variety of organizational changes.

• You are able to use your extensive knowledge of HR policies, procedures, compliance and practices and experience to develop, implement, and maintain HR projects and programs.

• You have a solid understanding of outsourcing models and the ability to manage contractor support, performance, and compliance both domestically and internationally.

• You use your experience in diagnosing problems and critical thinking skills to identify and drive appropriate solutions.

• You are an effective written and verbal communicator with conflict resolution skills and leadership coaching skills.

• You have shown an ability to practice a high level of confidentiality.

• Experience with HCM systems (Workday) preferred.

• You can handle high-volume workflow with minimal oversight and changing priorities.

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.

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