Zillow Group

Principal, Workforce Management

Remote-USA · Principal

Sponsorship not specified$132k-$210kDetected 12 days ago

PythonSQLMachine LearningData AnalysisData ScienceLLMsFinancial ModelingForecastingBudgetingExcelVendor ManagementCustomer SupportLeadership

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.

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

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

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.

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.

shape how workforce planning is done, not just executing within existing frameworks, but driving long-term vision and transformation

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.

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.