Senior Program Manager

Job Description

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.

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