Manager, People Tech Operations

Zillow

5d•$130,200 - $218,900•Remote

About The Position

Zillow Group’s People Technology team partners closely with our People Organization and product teams to design, implement, and optimize the systems and processes that support every stage of the employee lifecycle, helping employees thrive within Zillow. As the Manager of People Tech Operations, you will lead and scale our newly established People Technology Operations team. You’ll have a direct impact on building scalable systems, driving operational efficiency, and creating growth opportunities for both the team and Zillow employees. This is a hands-on leadership role where you’ll mentor a team, solve complex technical challenges, and ensure exceptional service delivery across key HR technology processes.

Requirements

7+ years of experience in HRIS or HR technology, with deep expertise in Workday.
3-5 years of experience managing inclusive, high-performing teams in HR technology.
Proven ability to coach and mentor early-career talent and lead cross-functional teams.
Strong experience building and scaling operational support models, including ticketing, audits, reporting, and program cycles.
Demonstrated success in streamlining processes, driving automation, and delivering measurable workflow improvements.
Excellent communication skills with the ability to influence and partner across teams.
Strong analytical and problem-solving skills with a data-driven mindset.

Responsibilities

Own the operational framework for People Technology, ensuring reliability, scalability, and alignment with business needs.
Oversee day-to-day operations, manage escalations, and ensure SLA-driven service levels.
Partner with the product team to design a structured intake and prioritization process for continuous improvement enhancement tickets, following an agile delivery model.
Implement and refine processes, workflows, and SLAs to drive consistency and efficiency.
Analyze ticket trends to identify themes, proactively recommend automation opportunities, and reduce recurring pain points.
Track KPIs such as ticket volume, resolution time, satisfaction scores, and system usage to drive data-driven improvements.
Lead Workday reporting optimization and establish governance frameworks for reporting.
Drive Workday security automation, including role-based and user-based access provisioning.
Continuously identify opportunities to streamline system configuration, reduce ticket volume, and shorten SLAs
Serve as a technical advisor for system analysts, providing guidance on configuration challenges.
Troubleshoot issues alongside the team and take ownership of complex tickets, triage items, or annual recurring activities as needed.
Lead, mentor, and develop a team of system analysts
Drive career growth, coaching, and performance management to consistently hold high bar for the team
Foster a culture of collaboration, accountability, and continuous improvement.