Workforce Capability Lead

Zillow

6d • $89,200 - $150,100 • Remote

About The Position

The Workforce Capability Lead works within Customer Experience Operations (CXO) Enablement, which helps frontline employees and leaders develop the capabilities needed to deliver exceptional customer experiences in a rapidly changing, AI-supported environment. The team partners across Operations, Quality, Knowledge Strategy, Product, Talent, and other business teams to build scalable systems for learning, practice, coaching, knowledge, and reinforcement.

In this role, you will manage complex, cross-functional programs designed to improve frontline employee and leader readiness and performance. You will work with business leaders to clarify partially defined needs, synthesize evidence from quality intelligence, knowledge strategy, business metrics, workflows, and employee feedback, and recommend an appropriate path forward. You will turn findings into program strategies, learning solutions, and measurable performance outcomes. You will make day-to-day decisions within established priorities and guardrails and keep leaders informed about progress, risks, tradeoffs, and implications.

The position is remote. Remote employees do not have a permanent corporate office workplace and 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 states, with limited exceptions. The role offers a location-dependent annual base-pay range and is also eligible for equity awards based on factors including experience, performance, and location.

Requirements

• At least 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, and measurement.
• Experience using quantitative and qualitative evidence to diagnose performance needs and evaluate Enablement impact.
• Experience designing scalable solutions for frontline customer-facing and people-leader audiences.
• Strong stakeholder management, facilitation, written communication, and executive-ready storytelling skills.
• Operational knowledge of adult learning-based capability design, behavior change, coaching, change management, and performance-support principles.
• Demonstrated experience applying learning, content, analytics, collaboration, and AI-enabled tools to design scalable workforce capability solutions.
• Ability to clarify partially defined needs using evidence and recommend appropriate learning solutions.
• Ability to influence without formal authority, navigate competing priorities, and move stakeholders toward clear decisions.
• Ability to balance strategic thinking with disciplined execution, documentation, follow-through, and proactive, transparent communication.
• Ability to select appropriate learning and non-learning modalities and test creative approaches within assigned programs.
• Clear communication skills, including the ability to turn complex information into concise narratives, decisions, and actionable plans.
• Flexibility to stabilize urgent needs and test new approaches.

Responsibilities

• Design learning experiences using Zillow Group’s e-learning authoring platforms and AI tools.
• Facilitate high-priority learning experiences and coordinate subject-matter experts or distributed facilitators when appropriate.
• Manage a broad portfolio of programs spanning high-impact learning, practice, performance support, communications, adoption, sustainment, and measurement.
• Diagnose performance and readiness needs by translating business strategy, performance data, quality trends, and stakeholder insights into clear problem statements, measurable outcomes, and learning plans.
• Align Product, Quality Intelligence, Knowledge Strategy, Talent, Data Analytics, and Operations partners on priorities, scope, roles, decisions, timelines, dependencies, and delivery expectations.
• Communicate progress, risks, results, and recommendations to frontline partners and senior leaders.
• Support the design of system-level Enablement architecture connecting learning, guided practice, coaching, performance support, knowledge, communications, workflows, and reinforcement.
• Help redesign Enablement approaches that are not working.

Benefits

• Equity awards based on factors such as experience, performance, and location.
• Flexible work location through the company’s distributed-work approach, subject to remote-work location requirements.

What This Job Offers

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