Senior Program Manager - job 1 of 2

About the team

The Program Management team is at the heart of Zillow’s transformative Contact Center Operations, leading the shift from fragmented, manual workflows to a unified, AI-powered frontline model. Our mission is to maximize human ROI by empowering operators with intelligent copilots, centralized data, and agentic automation that handle repetitive tasks and surface actionable insights. We are redefining how support and service experiences are delivered—building an environment that is proactive, always in context, and continuously improving. In the Senior Program Manager role, part of this team, you’ll help design and execute programs that make Zillow’s customer engagement both human and AI-powered first, creating the foundation for consistent, high-quality service across every channel.

About the role

We are seeking a highly skilled Senior Program Manager to help lead Zillow’s evolution toward an AI-native frontline support and service organization. This role drives the development and execution of integrated roadmaps that unify systems, streamline operator workflows, and introduce AI-augmented tools that enable a more proactive, personalized, and consistent customer experience. As a senior member of the Contact Center Operations team, you will orchestrate large, cross-functional initiatives that blend human expertise with intelligent automation. You’ll play a pivotal role in aligning program outcomes to Zillow’s strategic vision, delivering measurable improvements in quality, efficiency, and customer trust.

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, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $109,000.00 - $174,000.00 annually. This base pay range is specific to these locations and may not be applicable to other locations.

In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $103,500.00 - $165,300.00 annually. The base pay range is specific to these locations 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. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

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.

• Excellent at articulating the ‘why’ as well as the ‘what’, relying on your analytical prowess to influence partners and ensure cross-functional execution of the ‘how’.

• Hands-on self starter who thrives with a high degree of autonomy while effectively collaborating with partners to drive impact.

• Keen to break down silos, gain consensus and influence outcomes with technical partners such as product and engineering.

• Highly self motivated with the ability to work independently, prioritize, and achieve landmarks in a fast-paced environment.

• Well respected for your ability to build partnerships through trust, clarity, and shared success - encouraging a working environment that is productive for all involved.

Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.

Qualifications:

• Bachelor's degree or equivalent experience in business, engineering, or a related field.

• 8+ years of proven experience, with at least 4+ years working in strategy, program management, or business operations in a fast paced company; management consulting experience a plus.

• Strong program and project management skills; ability to juggle multiple priorities, work through ambiguous problems, align business partners, and hold partners accountable for deliverables.

• Excellent written communication skills; demonstrated ability to share complex messages concisely to diverse audiences.

• Strong executive presence and verbal presentation and meeting facilitation skills.

• Build clarity from ambiguity by leading flexible, agile, go-to-market tests as a means to identify winning tactics.

• Experience writing and working with intermediate queries in SQL/Presto is highly preferred, but not required.

• Experience connecting database sources to reporting tools and creating data visualizations in Tableau, Alteryx, or PowerBI is highly preferred, but not required.

• Solid understanding of program/project management methodologies and tools, including Agile, Lean and Waterfall.

• PMP, Lean Six Sigma, or other relevant project management certification is highly desirable.

• Proficiency in project management software tools, ChatGPT, or similar AI, and Google/MS Office Suites.

Get to know us

At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.

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.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.