Program Manager, CX Readiness

Zillow

8d•Remote

About The Position

As a Program Manager within the Customer Experience Operations (CXO) Process Ops team, you’ll help to design and improve processes that focus on customer experience while building scalable, practical support solutions. Within Process Ops, we’re launching a new Customer Experience Readiness (CX Readiness) program as the safeguard between product launches and customer experience. CX Readiness’ mission is to catch issues before they reach customers, reduce costly spikes in support demand through issue deflection and frontline communications, and keep engineering focused on building the future instead of fixing the past. As the central bridge between Zillow’s product orgs (from zPro to Dotloop, ShowingTime, and Aryeo) and the CXO, CX Readiness is the quality gatekeeper—ensuring every product update strengthens partner trust, reduces support contacts, and delivers a smoother, more reliable Zillow experience. We’ll accomplish this by leading user testing efforts prior to each release, designing and communicating operational readiness plans, and managing feedback loops with our product teams to drive ongoing improvements and AI modeling. We are seeking a Program Manager, CX Readiness to help stand up and run the day‑to‑day operating rhythms, tooling, and cross‑functional partnerships that make CxR successful. In this role, you will coordinate the rollout of new features and changes across ~10 product teams and multiple CX organizations (Partner Support and Customer Support). You will maintain a unified view of upcoming launches, support testing against real customer and agent workflows, and drive communication and training efforts to ensure frontline teams are ready on day one. You will partner closely with senior leaders in Product, Engineering, and Operations — turning disparate roadmaps into an organized, reliable CX readiness plan and continuously improving how we prepare CX for change.

Requirements

Emerging program manager with strong execution skills.
You have 3–5+ years of experience in program management, project management, business operations, CX operations, or a related field.
You are comfortable owning workstreams within a broader program and delivering reliably against clear goals.
Comfortable working with both product and operations.
You’ve worked with Product and/or Engineering teams before and can follow discussions about roadmaps, releases, and trade‑offs, while also understanding the realities of contact center or CX work.
Launch/readiness contributor.
You’ve helped plan or execute launch readiness, change management, or release coordination for cross‑functional initiatives — and you’re eager to deepen that experience in a more formal program role.
Organized and detailed.
You enjoy building structure: checklists, trackers, workback plans, RACIs, and documentation that make it easy for others to understand status and next steps.
Analytical and curious.
You’re comfortable working with data (or partnering with analytics) to define basic success metrics, pull and interpret reports, and use insights to shape recommendations.
Clear communicator and collaborator.
You write and present clearly, can summarize complex information for different audiences, and are proactive about closing loops and setting expectations with stakeholders.
Adaptable and eager to build.
You’re energized by helping stand up new programs and mechanisms, and you’re comfortable working through ambiguity with guidance from senior leaders.
Customer‑ and agent‑focused.
You care about how launches feel to both customers and frontline teams, and you naturally look for ways to prevent issues before they become spikes in support demand.

Nice To Haves

Experience in contact center operations, customer support, or partner/merchant support environments.
Background in UAT, QA, or CX‑focused product testing.
Experience working with AI‑ or automation‑driven support experiences (e.g., virtual agents, agent assist, or knowledge automation).

Responsibilities

Build and maintain a unified product release calendar for CX.
Build and run lightweight mechanisms with ~10+ product teams (internal tools and external customer experiences) to capture, standardize, and continuously update upcoming launches and changes.
Keep the calendar accurate and visible for CX partners, surfacing risks, conflicts, or gaps in notice time.
Translate product launches into CX readiness plans.
Take product release information and help turn it into clear CX readiness plans that outline what’s changing, who is impacted, and what CX teams need to be successful.
Partner with CX leadership and senior PMs to align training, knowledge, and staffing milestones with launch dates.
Support CxR testing and sign‑off processes.
Help design and run test plans that mirror real customer and agent scenarios, informed by known pain points and support journeys.
Coordinate testers (including frontline rotationals where appropriate), manage tester toolkits and environments, and ensure defects are logged and tracked through to resolution.
Prepare summaries that roll test outcomes into clear recommendations for launch readiness.
Drive CX‑ready release communications.
Partner with Content, Engagement, and Product teams to compile concise, actionable “release packages” for CX — including what changed, why it matters, expected questions, and how to handle edge cases.
Own recurring communication artifacts (e.g., weekly/monthly summaries, launch briefs, release notes) and ensure they are distributed to the right audiences on time.
Help implement issue deflection and feedback loops.
Work with Analytics and Operations partners to define and maintain methods for tracking bug‑related contacts, escalations, and downstream impacts (tickets, handle time, overtime, etc.).
Capture lessons from launches and feed them back into product teams, training content, and future readiness plans.
Report on the impact and health of the program.
Contribute to dashboards/scorecards that quantify CxR’s impact (e.g., avoided contacts, reduced incident severity/length, CSAT, OT avoidance, AI/automation performance).
Prepare regular updates summarizing status, risks, learnings, and recommendations for CX and Product stakeholders.
Operate and refine CxR mechanisms.
Help run and continuously improve governance routines: cadence meetings, intake processes, defect management workflows, and documentation standards.
Maintain templates, playbooks, and shared documentation so new partners can easily plug into CxR.