Program Manager, Business Operations

About the team

The Zillow Preferred team drives partner-led growth by designing how high-performing real estate teams deliver more connected experiences for our shared customers. Business Operations is central to this mission, supporting daily program execution and advancing initiatives that improve partner experience, protect revenue, and enable scalable growth. The team blends operational excellence with program development, ensuring the Preferred program runs reliably today while continuously improving for the future.

About the role

As a Program Manager within Business Operations, you will balance program management with hands-on operational execution. You will own key program initiatives and play a critical role in supporting partner escalations, payment questions, and program compliance. Your work will directly impact partner experience, revenue protection, and the evolution of our business processes. You will collaborate across teams to turn operational insights into meaningful improvements that drive Zillow’s success.
 

You Will Get To

• Drive impactful program initiatives that enhance partner experience, operational efficiency, and revenue outcomes.

• Lead cross-functional projects by coordinating stakeholders, managing timelines, and supporting implementation and change management.

• Analyze operational data and partner feedback to identify opportunities and recommend program or process enhancements.

• Collaborate with Product, Legal, Finance, and Business Operations to align processes, policies, and tools for business integration.

• Manage and resolve partner escalations and exceptions related to post-pay programs, ensuring compliance with documented SLAs and policies.

• Represent Zillow’s policies and program expectations with professionalism and clarity in all partner interactions.

• Apply deep program and policy knowledge to investigate issues, de-escalate disputes, and make sound, compliant decisions that impact revenue collection.

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 $90,900.00 - $145,100.00 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 $86,300.00 - $137,900.00 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

• 4+ years of experience in operations, program management, customer support, consulting, or related roles supporting enterprise partners and strategic programs.

• Bring a growth mindset toward AI - you’re curious, open to learning, and eager to share practical wins with your team.

• Proven ability to own and execute program initiatives, manage timelines and deliverables, and drive measurable improvements.

• Strong operational judgment, with experience applying policies and processes to resolve complex, revenue-impacting issues and identify opportunities for improvement.

• Effective cross-functional partner and communicator, comfortable coordinating stakeholders and engaging directly with customers or partners to resolve complex issues.

• Highly organized and self-sufficient, with strong written and verbal communication skills, including the ability to draft clear partner-facing communications and internal briefs.

• Proficient with business and operational tools (e.g., Google Workspace, Salesforce or other CRM systems, Jira, Excel).

• 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.

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.