Remote opportunity at
Zillow GroupDirector, Workforce Planning
Zillow Group seeks a Director, Workforce Planning to helm enterprise workforce management strategies for customer-facing contact center operations on a remote basis. Recognized as a top…
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About This Role
Zillow Group seeks a Director, Workforce Planning to helm enterprise workforce management strategies for customer-facing contact center operations on a remote basis. Recognized as a top workplace by Fortune and TIME, Zillow operates the nation's premier real estate platform, assisting individuals through buying, selling, renting, and financing homes. In this leadership position, you will direct long-range capacity planning, forecasting, scheduling, and intraday execution while guiding command center, resource planning, and…
Job Description
Zillow Group seeks a Director, Workforce Planning to helm enterprise workforce management strategies for customer-facing contact center operations on a remote basis. Recognized as a top workplace by Fortune and TIME, Zillow operates the nation's premier real estate platform, assisting individuals through buying, selling, renting, and financing homes. In this leadership position, you will direct long-range capacity planning, forecasting, scheduling, and intraday execution while guiding command center, resource planning, and capacity planning teams.
This role suits an experienced workforce management leader ready to partner with senior executives across finance, technology, sales, and operations. You will build scalable staffing frameworks, govern standardized key performance indicators, champion technology roadmaps incorporating artificial intelligence, and manage relationships with external business process outsourcing partners. Zillow supports distributed work through its Cloud HQ model, allowing eligible team members to operate from a location of their choice within the United States.
The standard annual base salary ranges from $142,500 to $227,600 in select states including California, New York, and Washington, and from $135,400 to $216,200 in states such as Colorado, Hawaii, and Illinois. Additional compensation eligibility includes equity awards tied to experience, location, and performance.
Responsibilities
- Establish the enterprise workforce management strategy for contact center operations to balance business objectives with customer experience goals
- Direct long-range and annual planning encompassing demand forecasts, hiring models, and budget inputs across various channels and business lines
- Establish standardized operational policies and key performance indicators like schedule adherence, occupancy, and service levels
- Lead and mentor workforce management teams and analysts handling real-time management, scheduling, and forecasting
- Collaborate with internal departments and vendor partners to align staffing levels with volume trends and productivity targets
- Steer the implementation and optimization of workforce management tools, telephony routing, and reporting systems including AI
- Drive continuous improvement projects focusing on forecast accuracy, shrinkage management, and intraday operational efficiency
- Deliver executive-level operational reviews and dashboards highlighting staffing risks, trade-offs, and performance opportunities
Requirements
- More than 10 years of experience in contact center operations or workforce management
- Minimum of 5 years in a leadership role managing multi-function teams
- Direct background managing enterprise-level workforce planning, scheduling, and forecasting for high-volume environments including BPO vendors
- Demonstrated ability to use data analytics to diagnose performance drivers and optimize staffing and productivity
- Proven capability to influence cross-functional partners and senior leaders using data-driven insights
- Practical familiarity with workforce management platforms like Genesys, Aspect, or NICE, along with related CRM or telephony tools
Qualifications
- Bachelor's degree in Mathematics, Statistics, Finance, Business, Operations Management, Industrial Engineering, or a related discipline
Core Skills
Benefits
- Competitive base salary
- Equity awards based on performance, location, and experience
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this role is categorized as remote. Eligible U.S. employees may work from a physical location of their choice in most states, following Zillow's distributed work guidelines.
What is the salary range for this job?
The annual base pay ranges from $142,500 to $227,600 in states like California, New York, and Washington, and from $135,400 to $216,200 in states such as Colorado and Illinois, depending on the location.
What education is required to apply?
Applicants must hold a bachelor's degree in Finance, Business, Operations Management, Mathematics, Statistics, Industrial Engineering, or a related field.
Are there additional financial incentives besides base pay?
Yes, this position is eligible for equity awards determined by factors including experience, performance, and location.
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