Manager, Employee Service & Operations

Zillow

2d•$85,200 - $143,300•Remote

About The Position

The Employee Services & Operations (ES&O) team is part of Zillow Group's People Org. Our job is to make work easier, on both sides of the request. We own the experience of getting help - through ServiceNow, our knowledge content, and AI-powered tools like Glean - and the underlying HR processes and systems that make self-service possible. That second piece sits in Workday, where we own Core HR process improvement, self-service enablement, and continuous improvement work with our tech partners. Across all of it, we're thinking about how AI and agentic tools change what "getting help" even looks like. As Manager of the Workday Core HR team, you'll own the Workday process and self-service side of that work, where employee questions meet the actions they need to take. This role owns Workday Core HR - keeping it healthy and making it better over time. Some of the work is continuous: finding and fixing process gaps, improving self-service so employees can get things done on their own. Some of it is bigger: supporting major product roadmap initiatives - doing the discovery work, shaping requirements, and tracking whether the change actually landed. You'll lead a team of analysts, working closely with Shared Services Product and Tech. You need to be comfortable in the details and in a room with leadership.

Requirements

Managed a team in HR operations or process improvement
Know Workday well enough to understand how it works and where things get complicated - system admin experience not required
Can map a current state process, spot what's wrong, and design something better
Use data to make decisions and to check if things actually worked
Can move work forward across teams even without direct authority over everyone involved
Can take complicated process or system detail and explain it to leadership clearly
Comfortable leading a team and doing the work yourself when needed

Nice To Haves

Experience working alongside a product team on a technology roadmap
Familiarity with HR shared services or employee service center models
Background in requirements writing or process documentation

Responsibilities

Work with HR Product to deliver on the Core HR roadmap, including major initiatives like job architecture and the offer process - doing the discovery work, requirements, and tracking outcomes
Build a process for finding, prioritizing, and tracking smaller improvements that don't make it onto the formal roadmap
Lead a team of analysts who will map current Workday processes, spot what's broken or duplicated, and lead the work to fix it
Use data to decide where to focus and to check whether changes are actually working
Help employees get things done in Workday themselves, without needing to go through the Employee Service Center (ESC)
Work with People Org COEs, ESC, IT, Finance, and Payroll to figure out where requirements overlap and get to solutions that work for everyone
Translate findings and recommendations into something leadership can act on
Lead and develop a team of analysts, and do the work yourself when it's needed