Senior Program Manager (Contact Support)

About the team

The Program Management team is at the heart of Zillow’s transformative Contact Center Operation, leading the charge in reshaping how we deliver customer and real estate professional services. Our mission is to leverage cutting-edge AI technologies and forward-thinking strategies to empower both customers and real estate professionals with seamless, personalized experiences. We are not simply focused on maintaining existing systems or models; we are reimagining these experiences through the combination of automation and operational approaches. As part of this team, you will help define the future by orchestrating high-impact, cross-functional initiatives, setting ambitious strategic directions, and ensuring we exceed expectations on every front. We are a team of bold thinkers, problem solvers, and innovators who push boundaries and thrive on driving revolutionary change.

About the role

We are seeking a highly skilled Senior Program Manager with a consistent record of developing and managing roadmaps for integrated customer support and service functions. The Senior Program Manager is a senior-level member of the Contact Center Operations team that ensures our customers find success with Zillow’s products and services. This person will drive the vision of human supported, digital/AI augmented experiences, 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:

• Lead the integration of disjointed customer experiences through tech and automated solutions, cost-saving initiatives, and funnel experimentation.

• 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, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, 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, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, 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

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!

• Leverage AI to improve everything from day-to-day operations to customer-facing experiences.

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