Senior Manager, Process Operations

About the teamZillow Group’s mission is to give people the power to unlock life’s next chapter. The Contact Center Operations team plays a pivotal role in evolving our customer experience to seamlessly align with our product strategy. The Sr. Manager of Process Operations will bring these product strategies to life with our customer facing teams through outstanding execution and change management.

About the role

This Senior Manager, Process Operations role presents a unique opportunity to lead a team of analysts, focused on driving significant improvements in Zillow Group's Contact Center Operations. You'll be at the forefront of translating product and program strategies into actionable process and tooling enhancements, making now an exciting time to join as we integrate our customer support products. This role is pivotal in shaping our customer experience by optimizing how technology, processes, and people work together to support our customers. You and your team will work closely with Program, Product, Engineering, and front-line operations to optimize both B2C and B2B processes.

Our team excels in systems and workflow knowledge, operational execution, and change management, and this role will boost our skills in process improvement. A key challenge and opportunity is to identify and implement solutions that streamline workflows and enhance customer satisfaction across diverse product lines. To succeed, the ideal candidate must possess strong leadership, analytical skills, expertise in CRM tools like Salesforce, a proven track record in process improvement, and a deep understanding of how technology integrates with process and people to support customer needs

Key Responsibilities:

• Lead Process Operations Team: Identify, analyze, complete, and engage collaborators and customers on projects to achieve efficiency gains, cost savings, and productivity improvements across multiple lines of business and product support functions.

• Handle partner concerns: Address issues, direct operations, resolve problems, create SOPs, develop process diagrams, maintain documentation, and oversee change management procedures.

• Cross-Functional Partnering: Serve as a subject matter expert capable of providing technical support to ensure end-user efficiency and generating data-based strategic recommendations.

• Strategy Implementation: Partner with senior leaders to implement a detailed technical tooling and process strategy that aligns with company objectives and enhances business processes.

• Tool and Project Support: Support home-grown tools and Salesforce-related projects, from initial prioritization and planning to execution, ensuring timely delivery and successful operational outcomes.

• Develop Programmatic Playbooks: Identify waste and product inefficiencies and implement initiatives while maintaining high customer happiness across multiple lines of business.

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 $119,000.00 - $190,000.00 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

You are a demonstrated dynamic leader who possesses both critical thinking and analytical skills, capable of crafting a compelling narrative to empower teams toward innovation and change. As a customer and operator advocate, you use data and insights to develop the operational vision for the customer and operator experience. You excel in articulating and implementing improvements in customer and employee experiences using Zillow Group systems and tools.

• Strong experience in leading teams, managing projects, collaborating with others, and communicating effectively with senior leaders.

• Expertise in mapping processes and systems to align with the end-to-end operator and customer journey.

• Knowledge and certification in Lean, Six Sigma, or other continuous improvement methodologies (preferred).

• Capability to recognize recurring process difficulties and transform data into actionable insights.

• Experience managing enterprise-level projects and coordinating with multiple collaborators.

• Ability to prioritize and adapt to changing business needs while maintaining support for daily functions.

• Expertise with CRM tools such as Salesforce (ServiceCloud) and Microsoft Office (with strong Excel and PowerPoint skills).

• Familiarity with industry tools such as Genesys, Aspect, Nice, Playvox, Gong, Tableau, etc.

• Excellent presentation and communication skills (required).

• Extensive experience supporting Enterprise Contact Center Operations and change management.

• Strong problem-solving skills and ability to get results in a fast-paced environment.

• Salesforce certification is a plus.

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.