About the team

Zillow is growing in both size and complexity as we work toward fulfilling our mission to give people the power to unlock life’s next chapter. Our People Org is evolving to support this growth, and our Employee Service Center is seeking an experienced Senior Manager to evolve employee service to meet the needs of our distributed workforce at Zillow Group.
The Employee Service Center supports HR processes across the organization, ensuring data integrity and compliance, supporting manual transactions, and collaborating with People Product to enable digital solutions to scale employee lifecycle service at Zillow. The team is full of energy and enthusiasm to deliver end-to-end process improvement and drive operational excellence to ensure a positive employee experience. We are on a mission to design and implement people processes and practices that are scalable for our growing business.

About the role

The Senior Manager, Employee Service Center is someone who is both hands-on and strategic to help run the day-to-day activities of the Employee Service Center as well as implement the vision for our strategy. This includes, but is not limited to, integrating standard processes & trends, supporting tools (Service Now, Workday, etc.), and collaborating with the Employee Service & Operations Process Team to scale the HR systems and processes required to support Zillow Group. The ideal candidate will partner with leaders across the organization and look for ways to innovate and automate for increased efficiency and a better team member experience.

You Will Get To:

Leadership

• Lead two managers and their teams (Contact Center & Data Team) who are responsible for delivering a customer-centric approach to fielding, resolving, or routing all inbound HR-related inquiries coming from current and prospective Zillow Group employees.

• Lead a Data Analyst focused on trend analysis, SLA and KPI achievement, process improvement identification and quarterly business reviews.

• Determine and execute an international employee support strategy in partnership with our International and M&A teams.

• Provide leadership and build organizational capability within the function by developing a highly effective cross-trained team.

• Provide guidance to partners at all levels on Employee Service policies, procedures, and standard processes.

• Serve as primary representative for internal and external operational audits, develop corrective action plans, and provide reporting to leadership.

• Guide Employee Service programs including unemployment claims, employment verifications, and access/review of employee records.

• Maintain discretion with regard to the handling of confidential information and requests.

• Provide input and ensure that customers are aware of clear service level standards that define expectations and create accountability for delivering enhanced value through Employee Services.

• Build strong operational excellence capabilities on the team by mentoring and developing to challenge the status quo and formulate thoughtful recommendations as needed.

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Customer Service & Standardization

• Drive standardization and ensure best-in-class employee experience, and work with the Process Team on process improvement and automation.

• Ensure the end-to-end employee lifecycle processes are designed to create a positive experience (new hire processing, on-boarding and integration, terminations, and maintenance of employee records).

• Ensure the team creates and maintains accurate process documentation, workflows, and knowledge base library/resources.

• Ensure Zillow Group maintains all legally required documentation templates for notable HR events, such as separation agreements, termination paperwork, job changes, etc.; and support all ad-hoc data and documentation requests.

• Actively participate as a working manager to cultivate a customer service focus throughout the organization.

Metrics & Reporting

• Partner with Employee Service Center Managers to ensure their teams are effectively using ServiceNow to track and ensure inquiry resolution, including building dashboards, metrics, and reporting.

• Proactively identify and implement continued operational excellence and performance improvement initiatives by analyzing ServiceNow metrics (Service Level Agreements and Key Performance Indicators) and customer feedback.

• Build dashboards & reporting to enable visibility and access to information and metrics that inform People Org leadership.

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 $132,400.00 - $211,600.00 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 $125,800.00 - $201,000.00 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

• Experience with process improvement methodology and a consistent track record of increasing effectiveness and/or efficiency of a business process

• Ability to bring cross-functional teams together to create successful outcomes that align people, process and technology to achieve business integration

Qualifications

• 7+ years leading mid-sized HR teams and developing junior leaders

• 5+ years designing and implementing scalable, self-service processes in an operations/HR role re: people operations, employee service or shared services

• Previous role building the employee service/resource center for an organization of 5k+ employees, ideally with a variety of employee types across corporate & field

• Examples of implementing standards for operational excellence

• Experience leading broad/cross-functional organizational change efforts

• Experiences supporting shared services teams using Workday, ServiceNow, Anaplan (or other HRIS, ticketing, and headcount planning systems)

• Proficient in Google Suite, Excel, PowerPoint and project/program management tools

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.