Workforce Capability Lead

Zillow

3d • $86,300 - $145,100 • Remote

About The Position

The CXO Enablement team helps frontline employees and leaders build the capabilities required to deliver exceptional customer experiences in a rapidly changing, AI-supported environment. This role serves as a strategic, consultative thought partner across Operations, Quality, Content, Product, Talent & other business teams to turn strategy & performance needs into scalable systems for learning, practice, coaching, knowledge & reinforcement. The aim is to make strong performance more predictable, scalable & sustainable through learning solutions that go beyond traditional training modalities. As Workforce Capability Lead, you will partner with business leaders to design, implement & continuously improve the systems through which frontline employees & leaders build capability. You will strategically collaborate across Operations, Quality, Knowledge, Content, Product, Talent & other business teams to design, implement & continuously improve these systems. Using quality intelligence, knowledge signals, business metrics & frontline feedback, you will translate insights into prioritized actions that measurably improve workforce readiness & business performance. This role is designed for a seasoned Enablement professional who can navigate partially defined problems, make sound day-to-day decisions & balance immediate execution with long-term system improvement. You will create system-level architecture & creative solutions across learning, coaching, practice & performance support. This role has been categorized as a Remote position.

Requirements

• 5+ years of relevant experience in Enablement, Learning & Development, program management, performance consulting or an equivalent combination of experience.
• Demonstrated experience building system-level Enablement programming through discovery, design, delivery, implementation, sustainment & measurement.
• Experience using quantitative & qualitative evidence to diagnose performance needs & evaluate Enablement impact.
• Experience designing scalable solutions for frontline customer-facing & people-leader audiences.
• Strong stakeholder management, facilitation, written communication & executive-ready storytelling skills.
• Operational knowledge of adult learning-based capability design, behavior change, coaching, change management & performance-support principles.
• Demonstrated experience applying learning, content, analytics, collaboration & AI-enabled tools such as Docebo, Jira, Highspot, Google Workspace & Replit to design scalable workforce capability solutions.

Nice To Haves

• A systems thinker who can connect business priorities, employee behavior, workflows, tools, leadership routines & customer outcomes.
• A structured problem solver who is comfortable probing uncertainty, defining the problem, testing assumptions & making professional recommendations with incomplete information.
• A trusted cross-functional partner who can influence without formal authority, navigate competing priorities & move groups toward clear decisions.
• An innovator who combines established learning & Enablement practices with creative approaches suited to the problem.
• An outcome-oriented operator who balances strategic thinking with disciplined execution, documentation, follow-through & proactive, transparent communication.
• A clear communicator who can turn complex information into concise narratives, decisions & actionable plans.

Responsibilities

• Own a portfolio of workforce-capability programs from discovery & prioritization through design, implementation, sustainment & retrospective.
• Diagnose performance & readiness needs, translating business strategy, performance data, quality trends & stakeholder insights into clear problem statements, measurable outcomes & learning plans.
• Align partners such as Product, Quality Intelligence, Content Strategy, Learning & Development & Operations on priority, scope, roles, decisions, timelines, dependencies & delivery expectations; communicate progress, risks, results & recommendations to frontline partners & Senior Leaders.
• Provide consultative guidance to leaders, constructively challenging requests when another modality would better address the underlying performance need.
• Design system-level Enablement architecture connecting learning, guided practice, coaching, performance support, knowledge, communications, workflows & reinforcement. Redesign what is not working.
• Develop manager-enablement systems that equip leaders to reinforce expectations, coach effectively & sustain performance after formal learning ends.
• Equip existing CXO Enablement team with frameworks, tools & working practices that help them evolve from delivering individual programs to designing scalable, system-level Workforce Capability architecture.

Benefits

• equity awards based on factors such as 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.

What This Job Offers

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