Senior Program Manager, Business Operations

About the team

About the role

We are seeking a highly skilled Senior Program Manager with a consistent record of developing and managing roadmaps for integrated support and service functions. The Senior Program Manager is a senior-level member of the Contact Center Operations team that ensures our customers and partners find success with Zillow’s products and services. This role will find opportunities to improve our frontline-to-partner/customer experience and operation through tech and automated solutions, cost-saving initiatives, and funnel experimentation. This person will 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:

• 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.

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!
• 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.

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.\

Transferrable Skills

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

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 us at [email protected].

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.