Senior Program Manager

About Zillow

Zillow is at the forefront of transforming Contact Center Operations, leading the shift from fragmented, manual workflows to a unified, AI-powered frontline model.

Job Summary

We are seeking a highly skilled Senior Program Manager to help lead Zillow’s evolution toward an AI-native frontline support and service organization.

Key Responsibilities

• Lead the integration of disjointed customer experiences through tech and automated solutions.
• Translate customers’, operators’, and partners’ needs into testable hypotheses.
• Implement rapid ‘test-and-learn’ pilots to test new strategies and tactics.
• Develop and lead a robust program roadmap and drive workback schedules.
• Prioritize initiatives by establishing a clear evaluation framework.
• Leverage technology, like ChatGPT, to drive operational gains.
• Own or play an active role in key rhythms of business.
• Navigate and manage relationships with external partners.
• Build and maintain program management frameworks.
• Cultivate a positive team environment.