Principal Product Manager, Customer Experience Technology
About The Position
About the team Zillow Rentals is building a best-in-class, vertically integrated marketplace that connects renters with property owners and managers, making it easier to move from one home to the next—from large-scale multifamily communities to single-family homes. We provide advertising solutions and a complete set of digital tools that help partners market their properties, identify prospective tenants, sign leases, and collect payments, delivering a streamlined end-to-end online experience. This is a high-growth, high-priority area for Zillow and an opportunity to drive meaningful impact and outcomes. Our team includes applied scientists, engineers, designers, researchers, and product managers who work closely with teams across Zillow to deliver trusted, tailored experiences for millions of customers. About the role As the Principal Product Manager of Customer Experience Technology you will lead the vision and strategy for the technology and intelligence layer that powers Zillow Rentals’ customer success engine. You will define the long-term roadmap for a unified support stack that brings together industry-leading platforms like Salesforce and Zendesk with AI agents and large language model (LLM)–powered experiences. This is a high-impact leadership role focused on turning Support into a strategic advantage by driving significant operational efficiency and outstanding partner satisfaction, in close collaboration with cross-functional leaders.
Requirements
- Deep expertise with Salesforce and Zendesk, including integrations, configurations, and workflow best practices.
- 10+ years of product management experience with a strong focus on support products, business operations, or customer experience (CX) technology, or equivalent experience leading complex CX platforms.
- Proven track record of deploying automated support solutions or AI-driven chatbots at scale, ideally in a two-sided marketplace serving both renters and partners.
- Sharp analytical and modeling skills that enable timely, data-driven recommendations and clear prioritization across multiple high-impact workstreams.
- Excellent written and verbal communication skills, including the ability to convey complex ideas concisely to diverse, senior audiences.
- Strong executive presence with a demonstrated ability to lead, influence, and drive alignment without direct authority.
- Outstanding collaborator with strong organizational and time management skills, able to prioritize multiple initiatives and deliver results in fast-paced environments.
- Strong consultative skills, including insight gathering, problem solving, analytics, strategy development, facilitation, and consensus building.
Nice To Haves
- Experience in online marketplaces, real estate, or a similar industry is a plus.
- 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.
Responsibilities
- Architect the Support vision by defining and executing a roadmap that transitions Zillow Rentals from reactive ticketing to a proactive, AI-first support model.
- Lead the strategy and implementation of AI agents and LLM-powered self-service tools to increase support deflection while maintaining high customer satisfaction (CSAT) scores.
- Own the “buy vs. build” and consolidation strategy for core platforms such as Salesforce and Zendesk, ensuring seamless data and workflow integration between Sales and Support.
- Design and scale an onboarding framework that balances speed-to-live for new partners with high-quality listings and a strong end-to-end renter experience.
- Define and monitor “North Star” support metrics (for example, cost-per-resolution, support impact on customer lifetime value (LTV), and AI accuracy) and deliver clear, executive-level insights to senior leadership.
- Partner closely with Engineering, Data Science, and Product teams so Voice of the Customer insights from Support directly influence the Zillow Rentals product roadmap.
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What This Job Offers
Job Type
Full-time
Career Level
Principal
Education Level
No Education Listed
