About the team

As a Business Intelligence Manager within Zillow’s Customer Experience Operations (CXO) organization, you’ll be part of a team that enables data-driven decision-making across the teams responsible for delivering exceptional customer and partner experiences. CXO supports millions of customer interactions each year across Zillow’s platform, spanning multiple products and lines of business.
The CXO Business Intelligence team plays a critical role in building trusted data foundations, reporting, and insights that help leaders understand performance, identify opportunities, and scale what works. As a Business Intelligence Manager, you’ll contribute directly to this mission by stewarding the data and reporting assets that power operational execution, analytics, and executive decision-making.

About the role

As a Business Intelligence Manager, you’ll play a central role in shaping how Customer Experience Operations uses data to manage performance, identify opportunities, and scale what works across the customer journey. You’ll own the core business intelligence assets, reporting, and visualizations that translate complex operational data into clear insights used by CXO leaders to run the business—spanning volume, efficiency, quality, and customer outcomes. This includes building and stewarding data pipelines, defining and maintaining metrics, and delivering executive-ready dashboards that support operational reviews and decision-making. You’ll partner closely with analytics, data engineering, and operations teams to ensure CXO data is accurate, consistent, and trusted, while laying the groundwork for future initiatives such as automation, experimentation, and AI-enabled customer experiences.

You Will Get To:

• Design, build, and own complex business intelligence datasets, semantic layers, and Tableau dashboards that model CXO performance across volume, efficiency, quality, and customer outcomes.

• Partner closely with data engineering to define data contracts, source system integrations, and transformation logic, ensuring reliable, scalable pipelines from operational systems (e.g., CRM, contact center platforms).

• Write, optimize, and maintain advanced SQL transformations (CTEs, window functions, performance-tuned queries) used in production reporting and analytics.

• Establish and steward a clear metric taxonomy and metadata framework, including definitions, documentation, and ownership used consistently across operational and executive reporting.

• Perform data validation, reconciliation, and root-cause analysis to ensure accuracy, consistency, and trust in CXO reporting.

• Design BI assets that support downstream use cases, including experimentation, automation, and AI-enabled customer experience initiatives.

• Create executive-ready dashboards and narratives that translate complex operational data into clear insights, risks, and opportunities.

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.

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $98,900.00 - $158,100.00 annually. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $94,000.00 - $150,200.00 annually. The base pay range is specific to these locations and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on 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.

Who you are

• 8+ years of experience in Business Intelligence, Analytics Engineering, or related analytical roles with hands-on ownership of data models and reporting assets.

• 4+ years of experience writing and optimizing complex SQL, including multi-CTE transformations, window functions, and large-scale joins.

• 4+ years experience with Tableau or related visualization tools

• Strong experience building Tableau dashboards backed by well-structured semantic layers, not just ad hoc queries.

• Solid understanding of ETL / ELT workflows, data pipelines, and how data moves from source systems to analytics layers.

• Experience working with APIs or operational system data, and the ability to reason about source data structure, refresh patterns, and data quality risks.

• Proven ability to define, document, and govern business metrics and metadata used by senior leadership.

• Comfortable navigating ambiguity in data and systems, and driving clarity through structured analysis and cross-functional collaboration.

• Here at Zillow, we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.

Preferred Qualifications:

• Experience supporting customer experience, contact center, or operational organizations

• Familiarity with customer support or CRM platforms (e.g., Salesforce, contact center systems)

• Experience building data assets that support experimentation, automation, or AI use cases

• Exposure to governed metrics, standardized reporting, or enterprise BI environments

Get to know us

At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.