Workforce Management Systems Lead

Zillow

104d • $79,300 - $126,700

About The Position

The Workforce Management Systems team at Zillow plays a pivotal role in driving operational excellence across the company. By partnering closely with Operations, Technology, and Business Intelligence, the team ensures our workforce planning and scheduling systems are efficient, scalable, and aligned with Zillow’s mission to deliver exceptional customer experiences. We are seeking a strategic and technically adept Workforce Management Systems Lead to spearhead the transformation of our workforce management capabilities. This role is critical in enabling scalable, data-driven decision-making by unlocking efficiency across workforce planning, scheduling, and operational execution through automation. This is a high-impact role for someone who thrives at the intersection of systems design, process automation, and strategic workforce planning, with a passion for building tools that amplify productivity and optimize labor investments.

Requirements

• 5+ years of experience in Workforce Management, Business Systems, or Process Automation roles.
• Experience with data integration, ETL, and API workflows across enterprise systems.
• Strong technical proficiency in contact center WFM platforms (e.g., Aspect, NICE, Verint) and scripting (e.g., Python, SQL, VBA, or RPA tools).
• Proven track record of designing and deploying automation initiatives that drove measurable efficiency gains.
• Deep understanding of workforce planning concepts (e.g., forecasting, shrinkage, coverage, productivity KPIs).

Nice To Haves

• Experience with cloud-based WFM tools or custom workforce planning applications.
• Knowledge of enterprise tools like Workday, Salesforce, Tableau/Power BI, or ServiceNow.
• Experience working in fast-paced, high-volume operations (e.g., customer support, field services, BPOs).
• Strong stakeholder communication and cross-functional leadership skills.

Responsibilities

• Lead the automation of labor planning, scheduling, reporting, and real-time monitoring processes using WFM tools, complementary platforms (e.g., reporting, scripting, low-code tools), and AI powered solutions.
• Identify, prioritize, and execute opportunities to eliminate or automate manual, repetitive workflows—freeing up resources for higher-value strategic initiatives.
• Establish scalable frameworks for continuous automation and system improvements.
• Own the configuration, maintenance, and optimization of Aspect Workforce Management (WFM) systems.
• Collaborate with Operations, Tech, and Business Intelligence partners to integrate WFM solutions with internal systems including HRIS, CRM, BI tools, and forecasting platforms.
• Ensure high availability, usability, and performance of WFM systems in alignment with business SLAs and user needs.
• Build dashboards and self-service tools in partnership with our Business Intelligence teams that equip leadership with actionable insights and scenario planning capabilities.
• Analyze long-term workforce trends and identify opportunities to reduce costs or increase agility through system improvements.
• Train, coach, and support cross-functional stakeholders on WFM best practices, tools, and standards.
• Drive change management initiatives to ensure successful adoption of new tools and workflows.

Benefits

• Comprehensive medical, dental, vision, life, and disability coverages.
• Parental leave and family benefits.
• Retirement contributions.
• Paid time off.

What This Job Offers

• Job Type: Full-time
• Number of Employees: 251-500 employees