Director of Product - Workforce Management

Director Of Product For Workforce Management Team

Zillow is on a mission to deliver an industry-first, hyper-personalized home finance experiencepowered by technology, automation, AI, and innovative operations. As Director of Product for our Workforce Management team in the ZHL Factory Product org, you will design and lead the systems that make this possible. At the center is the Task Platformthe engine that identifies, prioritizes, and routes work through our operations. Surrounding it are the systems that manage customer relationships, pipeline progression, work discovery, and engagement and communication infrastructure. These go beyond traditional CRM by ensuring leads, operators, and agents are always connected to the most valuable next action, with the context and tools they need to perform at the highest standards. You will also shape capacity management and task assignment so people focus where they add the most value, while automation handles what can be streamlined. Together, these systems form a platform that learns from progress and adapts over time. Operators are empowered, partners stay connected, and customers receive timely, contextual experiences. With intelligence embedded throughout, people and technology work together to drive personalization, efficiency, and business results at scale. Success will be measured not only by vision and delivery, but by clear goals, outcomes, and accountability to the business.

Responsibilities

Define and lead the vision for workforce management and engagement (CRM) systems that will scale Zillow Home Loans into a best-in-class, personalized service experience.

Guide and grow a high performance product team, giving PMs clear direction and autonomy, driving accountability while supporting their development, and ensuring the team structure evolves in step with the business and stays closely aligned with Engineering and Design partners.

Partner deeply with ZHL Business and Operations, and work across Engineering, Design, Data Science, AI, Marketing, and Compliance to set clear goals, align responsibilities, and deliver integrated solutions built through strong cross-functional collaboration.

Represent the Workforce Management team in senior forums with confidence, advocating for priorities and ensuring the team's work is visible and understood.

Collaborate with AI teams to make intelligence a foundation of the systempowering smarter task identification, operator support, and personalized customer engagement.

Continuously improve systems, processes and feedback loops, ensuring they deliver stronger customer outcomes, operational excellence, and partner trust over time.

Drive goal-setting and accountability by defining OKRs and linking to measurable impacts to productivity, engagement, and unit economics

Promote a culture of clarity, accountability, and belonging, so every team member feels connected to the mission, supported in their growth, and valued for their contributionswhile ensuring systems uphold compliance, ethics, and customer trust.

Who You Are

10+ years of product management experience, demonstrating growing responsibility. At least 5 years as a people manager.

A systems builder with proven experience creating and scaling platforms in complex, operations-heavy environments such as fintech, marketplaces, or logistics companies. Brings a start-up or early-growth background where they have built 0?1 systems that didn't exist before, and the vision to set bold strategies that guide teams to deliver them.

A leader of diverse product teams, able to empower senior PMs as strategic partners while developing rising talent.

Skilled at working with AI and technology teams to bring intelligence, automation, and personalization into core systems.

Strong business and data literacy, with the ability to design for measurable outcomes, partner effectively with Data Science, and turn insights into decisions that improve system performance.

Experienced in setting and managing OKRs, ensuring teams stay focused on the highest priorities and accountable to business impact.

Strong stakeholder partner, able to deeply understand the needs of business and technology leaders, drive alignment to product strategy, and ensure stakeholders clearly see how product work addresses their priorities and understanding of change management required. Skilled at facilitating decision-making and fostering shared accountability across all contributing partners to keep delivery on track.

Brings strong executive presence and communication skills, able to influence senior stakeholders with clarity and confidence, produce strategy documents and narratives that drive durable decisions, and deliver compelling presentations. Just as importantly, able to coach and elevate these same skills across the team.

A confident advocate and negotiator, comfortable setting boundaries, influencing decisions, and ensuring teams have the clarity they need to succeed.

Known for a bias to action, with a track record of moving ambiguous initiatives forward and delivering results.

Experienced in regulated industries, with a strong sense of accountability to compliance, ethics, and customer trustbut with the creativity and urgency of a tech-forward leader.

Customer-first, with a passion for designing systems that create measurable value for operators and end users alike.

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

Get To Know Us

At Zillow, we're reimagining how people movethrough 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 industryand your careerforward, 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.