Senior Customer Intelligence Manager

Zillow

6d • $112,700 - $189,400 • Remote

About The Position

Zillow’s Frontline Product Engagement (FPE) team connects customer experience to business impact. Sitting at the intersection of operations, product, and data, the team helps leaders understand what’s working, what’s broken, and what matters most to customers and agents. Their mission is to reduce avoidable contacts, improve experience quality, and influence product decisions that deliver measurable value for both customers and the business. The FPE team bridges Customer Experience Operations and Product, ensuring that customer feedback and support signals directly inform how Zillow builds and scales customer experiences. As the Senior Customer Intelligence Manager for Frontline Product Engagement, you will define and measure the impact of customer-facing product and experience improvements. You will shape foundational frameworks and data capabilities that support customer intelligence across Zillow, translating frontline signals and contact center insights into quantified opportunities and clear business outcomes. This is a high-visibility, hands-on role where your insights will help leaders confidently prioritize investments that improve customer experience and lower cost-to-serve. This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions. In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $118,600.00 - $189,400.00 annually. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $112,700.00 - $179,900.00 annually. The base pay range is specific to these locations and may not be applicable to other locations. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Requirements

• 7+ years of experience in customer intelligence, business analytics, product insights, or strategy/operations, with a strong track record of translating customer signals into measurable business impact.
• Advanced SQL skills and fluency with modern data platforms (Databricks, Snowflake, or similar), with experience working across complex, multi-source datasets.
• Strong data strategy and technical acumen, able to partner closely with Data Engineering and Data Product teams on data models and analytics-ready pipelines.
• Proven ability to integrate customer and operational data (CRM, telephony, surveys, knowledge base, product usage) to generate actionable insights and quantify outcomes such as contact deflection, cost-to-serve reduction, and customer experience improvement.
• Expertise in measurement and impact analysis, including defining ROI and success frameworks and evaluating post-launch results of customer-facing product and CX initiatives.
• Strong focus on data quality and trust, ensuring accuracy, consistency, and confidence in metrics used for executive decision-making.
• Exceptional communication and storytelling skills, with the ability to translate complex analysis into clear, executive-ready insights.
• AI-forward mindset, using modern AI tools and techniques to accelerate analysis, synthesize unstructured data, and support scalable customer intelligence systems.

Responsibilities

• Champion the voice of the customer by translating contact center and feedback signals into actionable insights that inform product roadmaps and customer experience priorities.
• Build and scale customer intelligence foundations in partnership with Data Engineering and Data Product teams, developing a unified data layer across systems such as Salesforce, Genesys, Gong, and surveys.
• Connect customer insights with operational and business context to help teams evaluate tradeoffs and focus on the highest-impact opportunities.
• Develop models and dashboards that quantify customer and business impact, including contact deflection, cost-to-serve reduction, and experience improvement.
• Validate data sources, metrics, and analytics to ensure accuracy, consistency, and confidence in customer intelligence reporting.
• Analyze the impact of shipped product and experience improvements, identifying shifts in support demand, satisfaction, and residual opportunity.
• Synthesize findings into clear, executive-ready narratives and recommendations that support confident decision-making.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees