Director of Product – Workforce Management

About Zillow

At Zillow, we believe home should be more than just a dream. Our purpose is to make home a reality for more and more people. The Zillow Home Loans (ZHL) Factory and Transaction AI teams power the financing experience within this vision. Our mandate is to deliver a home financing journey that gives consumers more confidence, transparency, and ease than they can find anywhere else, and to do so in a way that is both scalable and profitable. By leveraging technology, automation, and intelligence, we are reimagining the financing process itself, integrating it seamlessly into the Zillow experience used by millions of Americans, connecting it into agent tools and technology, and building systems that empower our operators to deliver consistently at the highest standards. We are a product team with a strong mix of domain expertise and excellence in craft. We partner deeply with Engineering, AI, Design and Research, Marketing, and Operations to bring holistic experience innovation to market quickly. We focus on capitalizing on the forefront of technology innovation to redefine what is possible in home finance.

About the role

Zillow is on a mission to deliver an industry-first, hyper-personalized home finance experience—powered by technology, automation, AI, and innovative operations. As Director of Product for our Workforce Management team in the ZHL Factory Product org, you will design and lead the systems that make this possible. At the center is the Task Platform—the engine that identifies, prioritizes, and routes work through our operations. Surrounding it are the systems that manage customer relationships, pipeline progression, work discovery, and engagement and communication infrastructure. These go beyond traditional CRM by ensuring leads, operators, and agents are always connected to the most valuable next action, with the context and tools they need to perform at the highest standards. You will also shape capacity management and task assignment so people focus where they add the most value, while automation handles what can be streamlined. Together, these systems form a platform that learns from progress and adapts over time. Operators are empowered, partners stay connected, and customers receive timely, contextual experiences. With intelligence embedded throughout, people and technology work together to drive personalization, efficiency, and business results at scale. Success will be measured not only by vision and delivery, but by clear goals, outcomes, and accountability to the business.

Responsibilities

• Define and lead the vision for workforce management and engagement (CRM) systems that will scale Zillow Home Loans into a best-in-class, personalized service experience.
• Guide and grow a high performance product team, giving PMs clear direction and autonomy, driving accountability while supporting their development, and ensuring the team structure evolves in step with the business and stays closely aligned with Engineering.