Zillow Group

Senior Manager, Preferred

Remote-USA · Senior

Sponsorship not specified$155k-$248kDetected 27 days ago

Account ManagementPerformance ManagementCustomer SuccessCustomer SupportLeadershipMentoring

About the role

You will help define when AI should handle the work, when humans should step in, and how to continuously improve the model over time.

Operationalize AI powered partner support strategy
Translate company and segment strategy into clear workflows, team expectations, coaching practices, and cross-functional routines that help Growth Specialists, managers, AI tooling, and partners work together to drive partner outcomes.
Lead a high impact team through transformation
Lead and develop a team of Growth Specialists, setting a high bar for judgment, accountability, coaching quality, and customer impact.
Build an organization that learns how to operate effectively in a tech-enabled environment-where teams use AI, signals, and workflows to prioritize work, but apply human judgment to nuanced, high-stakes, or ambiguous situations.
Recruit, coach, and retain high performing talent who can develop others, operate with resilience in ambiguity, and reinforce a culture of innovation, inclusion, ownership, and high performance.
Build and run the operating system for scale
Establish the operating cadences, performance reviews, escalation paths, quality mechanisms, and inspection rhythms that make this support model measurable, repeatable, and scalable.
Drive partner success and growth through the team

Comfortable with and pragmatic about AI-enabled workflows, with the ability to help teams adopt new tools responsibly and apply human judgment where it matters.

AI-powered where it should be, human-led where it matters most, and always grounded in customer outcomes.
experience leading leaders or scaled frontline organizations is preferred.

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $155,200.00 - $247,800.00 annually.

Use leading indicators, alerts, and partner health signals to prioritize where the team should intervene, and ensure interventions are timely, strategic, and tied to measurable outcomes.
Ensure your organization helps partners adopt Zillow tools, improve operational performance, and grow in ways that benefit both the partner and the customer experience.

The Zillow Preferred team partners with top real estate professionals to help them deliver outstanding experiences for home shoppers through a combination of strong partnership, operational excellence, and differentiated Zillow products.
Today, that means more than simply supporting partners through a high-touch human model.

al employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status

This listing is sourced directly from Zillow Group's careers page and normalized into a canonical job model.