Zillow Group

Zillow Group

Principal, Workforce Management

Remote-USA · Principal

Sponsorship not specified$132k-$210kDetected 59 days ago
PythonSQLMachine LearningData AnalysisData ScienceLLMsFinancial ModelingForecastingBudgetingExcelVendor ManagementCustomer SupportLeadership

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odds of building a lasting career here

64Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role100
Entry-level history0
PERM / green-card track0
Lottery odds (Level IV)94
Fits your clock70

Sponsors, but it's cap-subject — you still face the weighted lottery (~61% per draw at Level IV). Good if you win; have a cap-exempt backup on your list.

Lottery odds assume a STEM candidate.

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Employer immigration record

from this employer's Department of Labor filings

Green-card filing pattern in this occupation

Context, not a finding about this posting: of this employer's 26 green-card filings in this occupation, 100% were for a worker who already held the job.

Green-card follow-through: 100%

Of 21 labor certifications old enough to have been used, 0 expired without the employer filing the next step. Median time from filing to decision: 510 days.100% of their filings were for a worker who already held the job.Only certifications past the 180-day window are counted — recent ones cannot have expired yet.

Files H-1B transfers

9 transfer filings in the last year, covering 9 workers. Median labor-condition decision: 7 days. An employer that already files transfers is one that can take over an existing H-1B.

Sourced from Department of Labor LCA, PERM and prevailing-wage disclosure data. Employer matching is by name, so figures may be split across an employer's legal entities. Absence of a filing means none appears in our copy of the data, not that none exists.

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About the role

  • We are seeking a Principal, Workforce Management to evolve our strategic capacity and workforce planning across the organization.
  • This role combines deep expertise in capacity planning, forecasting, and resource optimization with broader leadership in workforce strategy and WFM best practices.
  • You will act as a thought leader and subject matter expert, shaping how we forecast demand, allocate resources, scale operations efficiently, and measure the effectiveness of both digital and human-led initiatives on our operations.

Responsibilities

  • Lead the design and execution of demand forecast and scenario-based capacity planning models for nascent products, new lines of business, and non-traditional contact center scenarios to predict future staffing requirements, considering factors like seasonality, business growth, evolving technology integration and project pipelines
  • Engage with program and business partners, data science, operations, vendor management and finance teams to align on assumptions, inputs, and outputs for capacity planning models
  • Drive WFM Excellence
  • Develop and implement strategic workforce plans that align with organizational goals across different time horizons, including identifying opportunities for AI and automation to enhance efficiency
  • Drives continuous improvement of WFM practices, with a focus on the application of AI/ML to improve accuracy and efficiency
  • Influence and lead across teams

Requirements

  • 8+ years of experience in workforce management, capacity planning, or contact center analytics
  • Deep expertise in forecasting, staffing models, and contact center operations
  • Experience operating in complex, high-volume, multi-product, multi-channel environments

Nice to have

  • Bachelor's degree or equivalent experience in Operations, Finance, Business Administration, or a related quantitative field
  • Background in financial planning or operations strategy
  • Experience introducing new methodologies or transforming WFM functions
  • Experience in measuring the impact of new processes on contact center operations and customer experience metrics
  • Ability to travel up to 15% as needed.
  • Zillow is honored to be recognized among the best workplaces in the country.
  • Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees.
  • Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Compensation

  • In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $131,700.00 - $210,300.00 annually.

Company info

  • At Zillow, we're reimagining real estate to make it easier to unlock life's next chapter.
  • Our CX Operations team is a critical part of that experience-supporting customers and partners at key moments with speed, care, and expertise.
  • The Workforce Management team ensures we have the right people, in the right place, at the right time to deliver a seamless customer experience.
  • We partner closely with Operations, Product, Finance, and People teams to balance service quality, efficiency, and employee experience at scale.

Visa & Work Authorization

  • al employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status
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This listing is sourced directly from Zillow Group's careers page and normalized into a canonical job model.