Senior Program Manager, Business Operations

About the team

The Program Management team sits at the center of Zillow’s Customer Experience Operations transformation. Our mandate is to evolve Zillow from fragmented, reactive service models to a more unified, insight-driven approach to customer experience that maximizes both human and machine capabilities.

We focus on ensuring that customer and operator insights are not just collected, but consistently translated into action—informing decisions, shaping priorities, and improving experiences across the business. Senior Program Managers on this team operate as strategic integrators and business architects, not just program executors.

About the role

We are seeking a Senior Program Manager to play a critical role in shaping Zillow’s evolution toward a more insight-driven, customer-centric organization. This role is not centered on execution alone—it is designed for a senior leader who will operationalize how customer and operator insights inform decisions and improve experiences across the business.
 

In this role, you will serve as the translation layer across CXO’s intelligence ecosystem, partnering with various analytics, intelligence, research, and operations teams to bring together disparate signals, convert those inputs into clear priorities and actionable recommendations, and partner with the business and product teams to operationalize and measure impact across the enterprise.

You Will Get To
 

• Define and lead Zillow’s Customer & Operator Insights program, establishing a unified approach to collecting, synthesizing, and translating signals from customers, operators, quality, analytics, research, and business data into a clear view of priorities.

• Build and run a repeatable process that turns fragmented inputs into clear problem statements, themes, and prioritized opportunities.

• Translate insights into decision-ready recommendations using structured prioritization based on customer impact, business value, and strategic relevance.

• Partner cross-functionally to align on ownership, next steps, and timelines, ensuring recommendations are operationalized and carried through without directly owning all execution.

• Establish closed-loop measurement to connect what was heard, what changed, and the resulting customer or business impact.

• Support hypothesis development, experimentation, and continuous learning to improve decision quality and deepen understanding of root causes over time.

• Serve as a trusted partner to senior leaders by bringing clarity, sound judgment, and strong program management practices to complex, cross-functional work.

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

• You have 8+ years of experience in program management, business operations, strategy, or related roles in fast-paced, complex organizations.

• You have experience leading complex cross-functional initiatives from strategy through implementation and operational follow-through.

• You can turn insights, business needs, or incomplete data into clear priorities, actionable plans, and measurable outcomes.

• You bring strong planning and execution skills, including the ability to manage timelines, dependencies, stakeholders, and multiple workstreams.

• You communicate clearly with leaders and partners, using sound business judgment to turn complex ideas into clear recommendations and decisions.

• You have experience working with Product, Engineering, Analytics, and Operations teams on systems- or platform-oriented initiatives.

• You are comfortable influencing across functions and driving alignment in ambiguous environments, including through work you do not directly own.

• You are comfortable influencing enterprise-level decisions and navigating tradeoffs across customer experience, operations, and business goals.

• You are known for building trust, clarity, and momentum in complex stakeholder environments.

• You have a bachelor’s degree or equivalent experience in business, engineering, or a related field.

• Experience with SQL, analytics tools, or data visualization platforms is helpful but not required.

• Solid understanding of program and change management methodologies (Agile, Lean, Waterfall)

• PMP, Lean Six Sigma, or similar certifications are a plus
   

Transferable Skills

• 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.

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.