Director, Workforce Planning

Zillow

1d•$135,400 - $227,600•Remote

About The Position

The Director, Workforce Planning leads the strategy, planning, and execution of enterprise workforce management for Zillow’s customer-facing operations. The role ensures the right people are in the right place at the right time to deliver an exceptional customer experience. This leader of leaders sets the vision for long-range capacity planning, forecasting, scheduling, and real-time performance management across contact center environments, using data-driven insights to optimize service levels, productivity, and colleague experience. The Director partners with senior business, operations, finance, and technology leaders to design scalable frameworks, challenge existing approaches, and enable sustainable growth. The Workforce Planning team supports Zillow’s customer-facing operations through forecasting, capacity planning, scheduling, and real-time performance strategies. It partners with leaders across operations, sales, finance, and technology and is organized into Command Center, Resource Planning, and Capacity Planning, each led by a dedicated leader. This is a remote position. Remote employees do not have a permanent corporate office workplace and 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 states, with limited exceptions. The role offers location-specific base salary ranges and is eligible for equity awards; actual compensation varies based on experience, performance, and location.

Requirements

Bachelor’s degree in Business, Operations Management, Mathematics, Statistics, Finance, Industrial Engineering, or a related field.
10+ years of experience in workforce management, contact center operations, or a closely related field.
5+ years in a people leadership role leading multi-function teams.
Demonstrated experience owning enterprise or large-scale workforce planning, forecasting, and scheduling for high-volume, multi-channel environments, including BPO vendor partners.
Proven success using data and analytics to diagnose performance drivers, improve forecast accuracy, and optimize staffing, productivity, and customer or sales outcomes.
Track record of influencing senior leaders and cross-functional partners with clear, data-driven recommendations in a fast-paced, high-growth environment.
Working knowledge of WFM platforms such as Aspect, Genesys, or NICE, and related telephony or CRM tools.

Responsibilities

Set enterprise workforce management strategy for contact center operations, aligning capacity planning, staffing, and service-level targets with business objectives and customer experience goals.
Lead long-range and annual workforce planning, including demand forecasting, hiring plans, and budget inputs across sites, lines of business, and channels.
Design and govern standardized workforce management policies, frameworks, and KPIs, including forecast accuracy, schedule adherence, occupancy, and service levels.
Oversee workforce management operating models and teams across forecasting, scheduling, and real-time management, providing leadership, coaching, and development to team leaders and analysts.
Partner with Operations, Sales, Finance, HR, and vendor partners to align staffing strategies with volume trends, productivity goals, and workforce initiatives.
Champion the roadmap for workforce management tools and technology, including AI, in collaboration with Product, Engineering, and vendor partners.
Implement and optimize workforce management systems, telephony routing, and reporting solutions.
Drive continuous improvement in forecast accuracy, schedule efficiency, shrinkage management, and intraday execution through analytics and experimentation.
Provide executive-level insights and recommendations through storytelling, dashboards, and operational reviews, highlighting staffing and performance risks, opportunities, and trade-offs.