Job details
About the team
As a Senior 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, metrics, and reporting assets that power operational execution, analytics, and executive decision-making.
About the role
As a Senior Business Intelligence Manager, you will lead some of CXO’s most impactful business intelligence initiatives. You will own and evolve enterprise metrics, analytics foundations, and BI patterns that support CXO’s three year vision, including automation, AI enabled operations, and end to end customer experience measurement. Your work will ensure BI datasets, metrics, and semantic layers are trusted, reusable, and ready to support advanced analytics and AI driven use cases.
This role offers the opportunity to move beyond dashboard delivery and focus on building BI products that drive adoption, inform decisions, and influence meaningful operational and strategic outcomes. You will partner closely with Analytics, Data Engineering, Data Visualization Engineering, Finance, Workforce Management, and Operations to define metrics, design scalable data models, and deliver reusable BI solutions that scale across CXO.
You will operate with a high degree of autonomy and influence, shaping how BI work is prioritized, designed, and scaled across teams. While this role does not include formal people management, you will set technical direction, establish standards, and mentor BI practitioners, helping elevate BI maturity across the organization.
Success in this role comes from combining strong technical expertise with sound business judgment and full ownership of the BI lifecycle, from intake and design through delivery, adoption, and continuous improvement. Your work will ensure BI functions as a durable, decision enabling capability across CXO.
You Will Get To:
Design, build, and steward complex BI datasets, governed semantic layers, and Tableau dashboards that model CXO performance across volume, efficiency, quality, and customer outcomes.
Define and evolve enterprise metrics, taxonomy, and governance while influencing CXO wide reporting standards and best practices to ensure consistent and trusted analytics.
Partner with Data Engineering to shape data contracts, ingestion requirements, and transformation logic that support scalable and long term analytics foundations.
Collaborate with Analytics to translate exploratory analysis into standardized and reusable BI products.
Develop and maintain advanced SQL transformations used in production BI workflows.
Champion data quality by identifying issues, articulating business impact, and driving improvements across upstream and downstream systems.
Build BI assets, including feature consistent datasets, governed semantic layers, and documented metrics, that enable downstream use cases such as automation, experimentation, AI powered analytics, agent assisted decisioning, and executive decision support.
Establish BI documentation, metadata standards, and data quality signals that make CXO metrics understandable, discoverable, and ready for AI driven and self service consumption.
Drive BI adoption and impact by partnering with CXO Program, Analytics, and Operations leaders to shape intake, prioritize high impact work, enable stakeholders, and reduce ad hoc reporting through scalable solutions.
Serve as a trusted cross functional partner, aligning Analytics, Data Engineering, Finance, Workforce Management, and Operations around shared definitions, priorities, and outcomes.
Who you are
Eight or more years of experience in Business Intelligence, Analytics Engineering, or related roles with ownership of enterprise scale BI products.
Deep expertise in SQL and data modeling, including complex transformations and performance optimization.
Strong experience designing Tableau dashboards backed by governed and reusable semantic layers.
A proven track record of defining, documenting, and owning business critical metrics used by senior leaders.
Comfortable working in dynamic environments and translating evolving questions into durable and scalable analytics solutions.
A collaborative partner who connects technical solutions to business priorities and outcomes.
An outcome oriented mindset with a focus on adoption, trust, and long term scalability.
Preferred Qualifications:
Experience supporting customer experience, contact center, workforce, or operational organizations.
Familiarity with complex operational systems such as Salesforce, Genesys, workforce management tools, and billing platforms.
Experience building BI foundations, including semantic layers, feature consistent datasets, and metric definitions, that support AI, automation, experimentation, or agent assisted decisioning initiatives.
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.
