Workforce Capability Lead

Zillow

2d•$89,200 - $150,100•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. We serve as strategic, consultative thought partners across Operations, Quality, Content, Product, Talent & other business teams to turn strategy & performance needs into scalable systems for learning, practice, coaching, knowledge & reinforcement. Our 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 the systems through which frontline employees & leaders build capability. 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. “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.

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.