Program Manager, Business Operations (Go-to-Market & Training)

About the team

Zillow Home Loans (ZHL) provides customers with a streamlined option for their home financing needs. By utilizing Zillow's home-buying expertise and cutting-edge technology, we’re working to create an easier, smoother ‘check-out’ experience for real-estate transactions.

The Business Operations (“BizOps”) team serves as the central nervous system of ZHL, responsible for defining and delivering ZHL’s next phase of evolution and growth. This team focuses on our most critical and strategic cross-company projects, ranging from overall company strategy to owning key strategic projects in partnership with senior-most leaders across Zillow Group.

About the role

The Program Manager, Business Operations (Go-to-Market & Training) will own the rollout process and drive  adoption of revenue-critical product features across Zillow Home Loans’ team of Loan Officers for our Digital and Premier Agent business. The focus of this role will be to help ZHL grow by launching and driving adoption for new product features internally, developing new operational processes, innovating our go to market strategy, and fostering relationships aided by product. The role requires someone who has a strong track record of project execution, is a great communicator, approaches problems in a structured manner, is comfortable with working with data and navigating ambiguity and working with data.  You will tackle a variety of unstructured challenges, diving into a wide array of problems that drive impact for ZHL across sales, business operations, product, go-to-market, and analytics. 

You Will Get To:

• Communication: Act as a liaison between product development, marketing, and sales teams to ensure alignment and clear communication across departments.

• Sales Training & Content Creation: Partner with marketing and sales to develop and deliver comprehensive training programs and product demos for sales teams, ensuring they are well-versed in product features, benefits, and competitive advantages.

• Sales Support: Provide ongoing support to sales teams through regular coaching, troubleshooting, and making necessary adjustments to enablement strategies.

• Feedback Loop: Gather and analyze feedback from sales teams and data trends to continuously refine and improve training materials and strategies.

• Drive ongoing adoption: Ensure that sales teams are proficient with CRM systems, sales enablement platforms, and other technologies to streamline processes and enhance productivity.

• Performance Metrics: Build and improve processes around measuring the effectiveness of go-to-market initiatives and sales enablement programs.

• Process improvement & launch playbooks: Own and optimize the end-to-end GTM process, including: launch checklists, partnering on internal communications, driving initial and ongoing adoption, and assessing adoption trends and impacts

• Change & Stakeholder Management: Stand up change-management playbooks (RACI, comms cadences, FAQ bank) so every release has a standard “Day 0, Day 30, Day 90” plans

• Voice of the Customer: Understand sales team needs and how that relates to training and adoption

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, Maryland, Massachusetts, Nevada, New Jersey, New York, Vermont, Washington state, and Washington DC the standard base pay range for this role is $105,100.00 - $167,900.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Maryland, Massachusetts, Nevada, New Jersey, New York, Vermont, 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

• 4-7 years of relevant experience

• Launch Enabler: You’ve driven product or process rollouts in fast-growing fintech, SaaS, or consulting settings and owned the full enablement arc - from storyboard to post-launch analytics.

• In