Program Manager, Business Operations

Zillow

1d • Remote

About The Position

About the team The Zillow Preferred team drives partner-led growth by designing how high-performing real estate teams deliver more connected experiences for our shared customers. Business Operations is central to this mission, supporting daily program execution and advancing initiatives that improve partner experience, protect revenue, and enable scalable growth. The team blends operational excellence with program development, ensuring the Preferred program runs reliably today while continuously improving for the future. About the role As a Program Manager within Business Operations, you will balance program management with hands-on operational execution. You will own key program initiatives and play a critical role in supporting partner escalations, payment questions, and program compliance. Your work will directly impact partner experience, revenue protection, and the evolution of our business processes. You will collaborate across teams to turn operational insights into meaningful improvements that drive Zillow’s success.

Requirements

• 4+ years of experience in operations, program management, customer support, consulting, or related roles supporting enterprise partners and strategic programs.
• Bring a growth mindset toward AI - you’re curious, open to learning, and eager to share practical wins with your team.
• Proven ability to own and execute program initiatives, manage timelines and deliverables, and drive measurable improvements.
• Strong operational judgment, with experience applying policies and processes to resolve complex, revenue-impacting issues and identify opportunities for improvement.
• Effective cross-functional partner and communicator, comfortable coordinating stakeholders and engaging directly with customers or partners to resolve complex issues.
• Highly organized and self-sufficient, with strong written and verbal communication skills, including the ability to draft clear partner-facing communications and internal briefs.
• Proficient with business and operational tools (e.g., Google Workspace, Salesforce or other CRM systems, Jira, Excel).

Responsibilities

• Drive impactful program initiatives that enhance partner experience, operational efficiency, and revenue outcomes.
• Lead cross-functional projects by coordinating stakeholders, managing timelines, and supporting implementation and change management.
• Analyze operational data and partner feedback to identify opportunities and recommend program or process enhancements.
• Collaborate with Product, Legal, Finance, and Business Operations to align processes, policies, and tools for business integration.
• Manage and resolve partner escalations and exceptions related to post-pay programs, ensuring compliance with documented SLAs and policies.
• Represent Zillow’s policies and program expectations with professionalism and clarity in all partner interactions.
• Apply deep program and policy knowledge to investigate issues, de-escalate disputes, and make sound, compliant decisions that impact revenue collection.

What This Job Offers

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