About the team

Zillow’s Frontline Product Engagement (FPE) team connects customer experience to business impact. We sit at the intersection of operations, product, and data—helping leaders understand what’s working, what’s broken, and what matters most to our customers and agents. Our mission is to reduce avoidable contacts, improve experience quality, and influence product decisions that deliver measurable value for both customers and the business.
We turn frontline insights and the voice of the customer into actionable product and experience improvements. Our work bridges Contact Center Operations and Product teams, ensuring that customer feedback and support signals directly inform how Zillow builds and scales customer experiences.

About the role

As the Senior Customer Intelligence Manager for Frontline Product Engagement, you will be Zillow’s owner for valuing and measuring the impact of customer-facing product improvements. You will translate frontline signals and contact center insights into business cases, analyze the impact of shipped launches, and track realized savings and customer outcomes. You will also play a key role in developing Zillow’s future AI-driven customer insights platform—helping design data infrastructure, validate data sources, and ensure accuracy across integrated systems. You will be accountable for ROI frameworks, benefits tracking, and clear communication of savings and experience impact. Your work will give leaders the clarity they need to invest in the right product improvements, improving customer experience while lowering cost-to-serve. This is a high-visibility role where your insights will shape roadmaps, influence decisions, and demonstrate measurable business value across Zillow’s operations.

 

You Will Get To

• Champion the voice of the customer: Transform contact center insights into quantified opportunities that influence product roadmaps and prioritization.

• Unify customer signals: Build a scalable customer intelligence layer across Salesforce, Genesys, Gong, and other data sources—enriched with account, segment, and revenue metadata.

• Drive shared understanding: Weave customer insights with business context to help product and operations teams clearly see customer needs, align on priorities, and focus on the highest-impact opportunities.

• Quantify impact: Create models and dashboards that translate “top customer issues” into measurable business outcomes—deflected contacts, improved satisfaction, and cost savings.

• Ensure data quality and accuracy: Oversee validation of data sources and analytics that feed customer-insight reporting and value tracking.

• Analyze Product-led launches: Quantify the effect of shipped changes, identifying reductions in support demand, improvements in satisfaction, and new opportunities.

• Own benefits realization tracking: Maintain an FPE “value tracker” linking shipped changes to realized savings and customer outcomes; communicate insights through dashboards and executive-ready storytelling.

• Influence senior leaders: Present concise, data-backed recommendations to VP+ stakeholders that accelerate confident decision-making.

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 $118,600.00 - $189,400.00 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 $112,700.00 - $179,900.00 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

• 7+ years across business analytics, product insights, strategy/operations, or technical program management—building and scaling cross-functional programs that bridge data, operations, and product.

• Strong collaborator and influencer—able to align Product, Engineering, CX Ops, BI, and Finance around shared goals and measurable impact.

• Advanced SQL and fluency with modern data platforms (Databricks, Snowflake, or equivalent).

• Proven ability to connect data across systems (CRM, telephony, surveys, knowledge base) to generate actionable insights.

• Exceptional communication and storytelling—translate complex data into simple, actionable narratives that influence senior stakeholders.

• AI-native mindset:

  • Use AI-powered tools and agents to process, synthesize, and analyze large volumes of structured and unstructured data.

  • Familiar with coding agents, MCP servers, and LLMs (e.g., ChatGPT, Claude, Gemini) to automate workflows and accelerate analysis.

  • Understand context engineering and management (prompt orchestration, RAG, and designing context schemas/knowledge layers for insight systems).

  • Critically evaluate AI outputs for accuracy, reliability, and transparency.

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

Nice to Have

• Experience building or managing customer insights or VoC platforms.

• Knowledge of Salesforce Service Cloud, Agentforce, Data Cloud, and self-service ecosystems.

• Exposure to contact center platforms (Genesys, NICE, HighSpot, Aspect), Help Center design, or search/content quality.

• Experience working with LLM or AI/ML-based workflows (agent assist, summarization, classification, retrieval-augmented generation).

• Comfort with BI/dashboarding tools and data-governance practices.

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.