Employee Service Coordinator

Zillow

3d•$23 - $36•Remote

About The Position

You’ll be part of Zillow’s Employee Service Center (ESC) team, a group dedicated to delivering responsive, accurate support that helps employees navigate key moments across their Zillow journey. Working at the center of our people processes, the team partners closely with HR and business teams to coordinate transactions, improve workflows, and create a consistent, positive employee experience at scale. This is a collaborative team that values service, operational excellence, and continuous improvement in how we support our people. As an Employee Service Coordinator, you’ll provide advanced HR support through a shared services model, managing complex employee inquiries, coordinating HR transactions and documentation, and helping to optimize HR systems and workflows. This role regularly partners with HR and business teams to ensure timely, accurate service delivery and a consistent, positive employee experience.

Requirements

1+ year of HR-related or HR operations experience supporting employee-facing services and HR transactions.
Experience working with HR systems such as Workday and case or ticket management tools.
Experience prioritizing and managing a high volume of requests or transactions in a shared services or service-oriented environment.
You can work collaboratively in a fast-paced, team-oriented environment while quickly adapting to evolving processes, policies, and technological advancements.

Responsibilities

Lead resolution of employee inquiries and cases across core HR topics (such as onboarding, benefits, compensation changes, employment verifications, and time off), escalating complex issues appropriately.
Manage end-to-end processing of HR transactions and time‑sensitive documents in Workday and related HR systems to ensure data accuracy, compliance, and timely completion.
Monitor and prioritize HR case queues in ServiceNow, track service levels, and flag trends or risks to ESC leadership.
Partner with HR Business Partners, Payroll, Legal, and other stakeholders to research, resolve, and document non‑standard or sensitive employee matters while maintaining strict confidentiality.
Analyze recurring questions, errors, and process gaps to recommend improvements and contribute to updates of self‑service content, knowledge articles, and standard operating procedures.
Support HR programs and operational initiatives (such as cyclical HR processes, audits, and data clean‑up efforts), coordinating tasks and communications across teams.
Provide peer support and informal coaching to more junior coordinators on procedures, systems navigation, and best practices for delivering a consistent, high‑quality employee experience.