Senior Program Manager, Business Operations

Zillow

2d•Remote

About The Position

The Program Management team sits at the center of Zillow’s Customer Experience Operations transformation. Our mandate is to evolve Zillow from fragmented, reactive service models to a more unified, insight-driven approach to customer experience that maximizes both human and machine capabilities. We focus on ensuring that customer and operator insights are not just collected, but consistently translated into action—informing decisions, shaping priorities, and improving experiences across the business. Senior Program Managers on this team operate as strategic integrators and business architects, not just program executors. We are seeking a Senior Program Manager to play a critical role in shaping Zillow’s evolution toward a more insight-driven, customer-centric organization. This role is not centered on execution alone—it is designed for a senior leader who will operationalize how customer and operator insights inform decisions and improve experiences across the business. In this role, you will serve as the translation layer across CXO’s intelligence ecosystem, partnering with various analytics, intelligence, research, and operations teams to bring together disparate signals, convert those inputs into clear priorities and actionable recommendations, and partner with the business and product teams to operationalize and measure impact across the enterprise.

Requirements

8+ years of experience in program management, business operations, strategy, or related roles in fast-paced, complex organizations.
Experience leading complex cross-functional initiatives from strategy through implementation and operational follow-through.
Ability to turn insights, business needs, or incomplete data into clear priorities, actionable plans, and measurable outcomes.
Strong planning and execution skills, including the ability to manage timelines, dependencies, stakeholders, and multiple workstreams.
Clear communication with leaders and partners, using sound business judgment to turn complex ideas into clear recommendations and decisions.
Experience working with Product, Engineering, Analytics, and Operations teams on systems- or platform-oriented initiatives.
Comfortable influencing across functions and driving alignment in ambiguous environments, including through work you do not directly own.
Comfortable influencing enterprise-level decisions and navigating tradeoffs across customer experience, operations, and business goals.
Ability to build trust, clarity, and momentum in complex stakeholder environments.
A bachelor’s degree or equivalent experience in business, engineering, or a related field.

Nice To Haves

Experience with SQL, analytics tools, or data visualization platforms is helpful but not required.
Solid understanding of program and change management methodologies (Agile, Lean, Waterfall)
PMP, Lean Six Sigma, or similar certifications are a plus

Responsibilities

Define and lead Zillow’s Customer & Operator Insights program, establishing a unified approach to collecting, synthesizing, and translating signals from customers, operators, quality, analytics, research, and business data into a clear view of priorities.
Build and run a repeatable process that turns fragmented inputs into clear problem statements, themes, and prioritized opportunities.
Translate insights into decision-ready recommendations using structured prioritization based on customer impact, business value, and strategic relevance.
Partner cross-functionally to align on ownership, next steps, and timelines, ensuring recommendations are operationalized and carried through without directly owning all execution.
Establish closed-loop measurement to connect what was heard, what changed, and the resulting customer or business impact.
Support hypothesis development, experimentation, and continuous learning to improve decision quality and deepen understanding of root causes over time.
Serve as a trusted partner to senior leaders by bringing clarity, sound judgment, and strong program management practices to complex, cross-functional work.