Job details
About the team
The Quality Intelligence team is a dynamic group of program managers, insights managers, and development leaders who collaborate cross-functionally to drive measurable behavior change and positive customer outcomes. The team sits within the Customer Experience Operations organization, and partners closely with other shared service groups, including but not limited to Engineering, Data & Analytics, Operations Strategy, and Frontline Leadership.Right now, the team is at a pivotal stage of evolution, responsible for transforming quality from a monitoring function into an intelligence engine that captures and interprets customer interactions, integrates with enterprise systems, and delivers real-time, actionable insights. This transformation requires rethinking governance, redefining how insights flow into coaching and product feedback loops, and embedding quality intelligence directly into frontline workflows.
Our mission is to build a trusted quality intelligence program that not only measures performance, but actively shapes how we learn, improve, and deliver value to customers at scale.
About the role
The Director, Quality Intelligence Programs is responsible for building and operationalizing quality as a scalable, intelligence-driven capability that measurably improves frontline behavior, customer outcomes, and enterprise decision-making. This role leads the end-to-end program that governs how quality data is generated, integrated, interpreted, and activated across Customer Experience Operations (CXO).
This leader owns both the implementation and modernization of our AI-powered quality intelligence platform and the programmatic translation of quality insights into action: coaching, training, automation, and product feedback loops. They will move quality from a retrospective scoring function to a continuously evolving system that informs real-time interventions and long-term CX strategy. Operating at the intersection of technology, operations, and change management, this role ensures quality intelligence is embedded in workflows, enterprise data systems, and executive decision-making. Success requires strong program leadership, technical fluency, cross-functional influence, and a relentless focus on execution and adoption.
This individual will know they are successful with: 1) the successful integration of quality data into a customer intelligence ecosystem; 2) sustained improvement in automated insight accuracy; 3) demonstrated linkage between quality insights and measurable improvements in CSAT; and 4) executive confidence in quality monitoring as a core data asset supporting customer strategy.
Key Responsibilities
Lead the Quality Intelligence function: Define and execute the long-term vision for quality monitoring as a data intelligence function, not a manual evaluation process.
Establish governance framework for transcription, sentiment detection, and behavioral analyticsEnsure the platform continuously evolves in accuracy, coverage, and insight depth through feedback loops and data calibration.
Govern Quality Data Infrastructure: Own the integrity and reliability of all quality-related data flowing into the central customer intelligence base, ensuring alignment with data standards.
Partner with engineering and Analytics to integrate quality signals with CSAT and operational metrics.
Ensure bi-directional data sharing between Quality platform, knowledge base, and CXO data that supports enablement, product feedback, and automation initiatives.
Enable Actionable Insight & Intervention: Translate model outputs into insights that inform coaching, training, and product improvement.
Build closed-loop systems where quality insights automatically generate intervention recommendations or learning pathways for frontline teams.
Technical Ownership & Innovation: Oversee configuration and management of speech and text analytics, including taxonomy evolution and sentiment weighting.
Lead efforts to benchmark AI model accuracy and drive improvement.
Ensure alignment with broader enterprise data architecture, API frameworks, ML governance standards, and responsible AI practices.
Executive Stakeholder Management: Serve as the strategic bridge between CXO, tech, and executive leadership.
Communicate the value, performance, and impact of quality intelligence in clear business terms, and drive executive alignment and investment around data-driven quality as a cornerstone of CX strategy.
Team Leadership & Capability Development: Build and lead a multidisciplinary team spanning platform administration, program management, and analytical enablement.
Foster a culture of analytical curiosity, operational rigor, and ethical AI use. Establish KPIs and learning plans that continuously elevate internal technical capability.
Who you are
Technical Expertise:
Strong working knowledge of speech and text analytics, NLP concepts, and AI model lifecycle governance.
Proven ability to manage complex, cross-system programs involving CRM, CSAT, telephony, and workforce management systems.
Familiarity with API orchestration, data pipeline design, and cloud data environments, and comfort partnering with engineering and data teams.
Experience evaluating or configuring quality monitoring or conversational intelligence platforms.
Strong grounding in data ethics, privacy frameworks, and responsible AI principles.
Leadership & Strategic Capabilities:
10+ years of experience in CX, Technology Enablement, Analytics, or Operations, including 5+ years in a senior leadership role.
Demonstrated success leading data-centric transformation initiatives within large or complex organizations.
Strong executive communication and storytelling skills; able to translate complex data narratives into clear strategic decisions.
Ability to build influence across technical, operational, and executive domains.
Masters degree in Data Science. Business Analytics, Operations or related fields preferred.
Transferable Skills
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.
