Manager, GTM Governance

Zillow

3d • $112,000 - $188,200 • Remote

About The Position

About the team The Sales Governance team sits within Zillow’s Sales Operations organization and is responsible for the accuracy, integrity, and scalability of core sales processes across our Agent Sales and Preferred channels. This team: · Owns end-to-end governance and enforcement of business line rules, book management, compensation-impacting workflows, and data quality controls (for example, Best of Zillow Early Access processing, booking overrides, account/contact merges, Ad Bonus and Startbook audits, churn caps, Leave of Absence book management, and term processing). · Manages a large portfolio of recurring audits, exception handling, and policy workflows across Salesforce and adjacent systems (such as dotloop, MBP, Preferred/PNE, Follow Up Boss, ShowingTime, and ZMX). · Serves as the operational backbone for frontline Sales, Sales Strategy, Finance, and Biz Ops, ensuring that programs scale with durable processes, clear SLAs, and well-maintained SOPs. · Is led by the Manager, Sales Governance, who sets the vision, operating model, and standards that keep our GTM engine running smoothly through a team of Sales Operations ICs. About the role As the Manager, Sales Governance, you will build and lead a high-performing team responsible for the controlled execution of high-volume, compensation-sensitive, and customer-impacting sales processes. You will create clarity, remove operational friction, and ensure our systems and workflows are accurate, auditable, and scalable so that our go-to-market engine can grow reliably with our business.

Requirements

• 3+ years of experience in Sales, Sales Operations, Business Operations, Revenue Operations, or a related analytical/operational role, ideally supporting scaled sales organizations, or equivalent experience leading high-volume, process-driven work.
• 2+ years of people management experience leading high-volume operational or shared-services teams, with a track record of developing talent and building strong team culture.
• Demonstrated experience designing, running, and improving end-to-end operational processes that are policy-driven, auditable, and scalable, including driving data quality through controls, audits, and root-cause remediation with upstream teams.
• Strong working knowledge of Salesforce (or comparable CRM) and comfort navigating multiple GTM tools (such as Gong, Salesloft, marketing or outreach tools, and billing or contract systems).
• Strong analytical skills, including the ability to size impact, analyze trends, and translate findings into clear recommendations, prioritization, and business decisions.
• Excellent stakeholder management skills with the ability to influence without direct authority and communicate clearly with Sales leaders, Strategy, Finance, vendors, and offshore partners.
• High attention to detail and a strong commitment to accuracy, consistency, and documentation in process and policy; comfortable operating in ambiguity and building structure in complex, evolving environments.
• 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.

Nice To Haves

• Experience leading governance, shared services, or centralized operations teams in ads, marketplace, SaaS, or other high-volume sales environments.
• Hands-on experience with Gong, Salesloft, Sonar, or similar tools, including admin or program-owner responsibilities.
• Experience working with offshore and/or vendor teams, including building QA programs, defining SLAs, and driving performance improvement.
• Familiarity with segmentation, headcount, and coverage modeling, and how these inform book management and routing strategies.
• Comfort with BI tools and data analysis (for example, dashboards and self-serve reporting) to monitor performance and drive decisions.
• Strong business judgment and the ability to connect day-to-day operational decisions to broader GTM and financial goals.

Responsibilities

• Build and lead a high-performing Sales Governance team: hire, coach, and develop Sales Operations specialists and analysts; establish clear goals and role expectations; and foster a culture of operational excellence, ownership, and continuous improvement.
• Own recurring performance management and governance analytics (for example, Monthly MCF validation, monthly performance data pulls, PNE funnel and Preferred lead-conversion analytics) and partner with Biz Ops, Finance, and Sales Strategy on frontline efficiency, headcount, segmentation, and regionalization decisions.
• Govern end-to-end book of business and partner lifecycle workflows across Best of Zillow, Preferred, ShowingTime, and PNE, ensuring consistent, well-documented processes for assignments, lifecycle changes, and end-of-month book balancing that align with segmentation, capacity, and coverage strategies.
• Drive data quality, audits, and controls across Salesforce and adjacent systems by owning a robust audit framework (spanning compensation, routing, and compliance audits), defining high standards for data hygiene, and implementing controls and reporting that surface anomalies early and reduce downstream rework.
• Oversee high-volume case work and exception handling across external queues, Sales Strategy and Advisor (GA) support, billing exceptions, and other inbound requests by defining SLAs, triage rules, and escalation paths, and by serving as primary SOP owner for governance processes and operational playbooks across sales channels.
• Lead governance-related enablement and training, including New Manager Sales Operations onboarding, Salesloft cadence and referral communication guidance, expansion team enablement, and PNE partner communications, in partnership with Enablement and Sales leadership.
• Govern GTM tools, vendors, and offshore operations by overseeing Gong and Salesloft administration, directing the creation and governance of cadences, templates, trackers, and campaigns (including Sonar and mass list imports), and managing vendor/offshore partners with clear QA mechanisms, SLAs, dashboards, and continuous-improvement plans.
• Partner cross-functionally with Sales, Sales Strategy, Biz Ops, Finance, Legal, and Enablement to design and roll out new policies, programs, and system changes in a controlled way, representing Governance in upstream design discussions and clearly communicating tradeoffs, risks, and recommendations to senior leaders.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed