Principal Product Manager, Directed Workflows

Zillow

13d•$169,300 - $284,700•Remote

About The Position

The Principal Product Manager, Directed Workflows drives the vision, strategy, and execution for how ZHL's sales and service process gets encoded as directed work. AI agents reason over each customer's situation, adapt that process to the specific opportunity in front of them, and determine the next work that should happen: the action, the outcome it is meant to create, the quality bar it must meet, and the skills required to execute it. You will own that loop across engagement and loan production. You design the AI harness (context, tools, memory, orchestration, escalation, guardrails) that determines what those agents reason over and what work they produce. You own the eval infrastructure that scores those decisions against the process you defined, learns from operator feedback, and uses experiments to decide what to keep, change, or retire.

Requirements

Bachelor's degree in Computer Science, Engineering, Business, or a related field
10+ years of product management experience, including ownership of complex systems spanning multiple teams and customer or operator journeys
Demonstrated experience shipping agentic or decisioning products as a closed loop: designing the AI harness and the eval infrastructure that proved and improved outcomes
Experience shaping sales or service strategy with business leaders, tying process design to customer jobs, value delivery, and growth
Strong analytical ability using data, experimentation, and model/product evaluation to improve conversion, quality, or operator productivity
Track record of influencing senior Engineering, AI, Operations, and business stakeholders around strategy, trade-offs, and execution
Or an equivalent combination of education and experience

Nice To Haves

mortgage or lending experience
familiarity with workflow platforms, operator surfaces, or capacity-aware routing

Responsibilities

Define and lead a multi-year product vision for Directed Workflows as an AI-first service system spanning engagement and loan production
Define, with Sales and Business Operations, the sales and service process this system encodes: customer jobs, value at each stage, and how that experience earns attention and advocacy
Design the AI harness that turns that process into AI agent behavior: context engineering, tool design, memory, orchestration, and guardrails, including where a model should reason, where deterministic systems should execute, and what requires a person. The work the agent produces names the action, intended outcome, quality bar, and skills required to execute
Own the eval infrastructure you build or integrate: score AI agent output against the intended process, learn from operator feedback in production, and run experiments that show whether the directed work moved the outcome
Sequence from high-leverage pilots to platform: prove outcomes in focused increments, retire or redesign what does not move the metrics, then expand successful patterns across the financing journey
Influence across Zillow so the customer experience, the real estate agent experience, and the home finance operator experience operate as one coordinated service, and represent that strategy with senior leaders including risks and trade-offs