Director, Enhanced Markets Partner Management

About the team

At Zillow, we are at the forefront of revolutionizing the home-buying and selling experience! Our Enhanced Markets are the epicenter of Zillow’s pioneering vision for an integrated transaction experience through ZHL (Zillow Home Loans), FUB (Follow Up Boss), and Spruce. While the Product team is weaving together a seamless customer and operator journey through innovative technology, our EM (Enhanced Markets) teams are elevating partner performance through open communications, operational excellence, and a focus on enhancing benefits for real estate agents.

The EM Partner Management team (EMPM) is grounded in a deep understanding of our partners and foresight into what motivates them in their relationship with Zillow and their vision for growing their business through us. At the core of this transformative experience is the Premier Agent, crucial for delivering unparalleled service to our consumers. Join EMPM, where skilled program designers, business strategists, and GTM experts work to empower our exceptional frontline teams collaborating in the field to provide Flex partners—an exclusive group of impactful agent teams—with everything they need to thrive and expand their real estate business.

About the role

Join us in driving improved performance of our Enhanced Market partners through the success of our frontline sales teams and leaders. Main pillars of work are 1) program design and management of frontline success, 2) frontline and partner training strategy and execution and 3) partner and frontline resource strategy and knowledge management.

Your primary frontline customer is the EM/Flex Growth Advisor but several frontline teams support our Flex partners, including ZMAs (Zillow Market Advisors), FUB CSMs, Field Operations and Loan Officers. This sophisticated collaboration requires you to be an organizational wiz, known for seeing around corners and highlighting future field challenges to senior leadership, while providing solutions to address them proactively. Your ability to influence others in sensitive situations without damaging relationships will be crucial. By analyzing situations and presenting methods, techniques, and evaluation criteria, you will influence strategic decisions and influence results. 

As the Director, Enhanced Markets, you will lead a team of program and operations managers as well as a small team of trainers. Establish the rhythm of frontline success including the “symphony” of partner-facing teams in Enhanced Markets: ZHL ZMAs, FUB CSMs, Strategic Advisors and Field Operations. Build and run the support strategy for Flex Partners via the Growth Advisor (GA) role, crafting project plans, and influencing cross-functional alignment. Serve as a thought partner to EM leadership, collaborating with sales, program and engagement teams to align leadership strategies with organizational goals. Incorporate industry trends, standard processes, and effective methodologies. Explore, validate, and implement new support and training concepts, translating ideas into action through problem-solving, analysis, and research.

What you will do:

• Design efficient initiatives for GA, partner and agent onboarding to Enhanced Markets—including ongoing development programs, and access to appropriate resources.

• Manage training resources (both human and tech) to ensure Enhanced Markets continue to scale efficiently and effectively— exceeding Flex performance metrics and establishing ZHL as a preferred lender.

• Design and lead the execution of training content and curriculums through a team of dedicated success managers and Zillow Academy courses

• Work with the partner engagement team, EM sales leadership and cross-functional frontline leaders to drive the adoption of standard processes and coaching methodologies to partners and agents

• Craft sales effectiveness and training initiatives to optimize partner performance through Zillow's most trusted resource, the Growth Advisor. Build impactful sales training programs and materials that focus on needed skill proficiencies and methodologies. Collaborate with Talent Success and Sales Leadership to define programs for accelerated ramp-up of sales professionals.

• Responsible for documenting 3YP (three year plan) and AOP (annual operating plan) visions for the continued evolution of the GA and SA roles and their impact on partner performance

• Build a strategy for internal and external knowledge management frameworks

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