Director, Customer Experience

About the team

Zillow’s mission is to give people the power to unlock life’s next chapter and this role contributes to our mission by assisting real estate agents with customer support across multiple Zillow products. The Director of Customer Experience is responsible for crafting and leading all aspects of the strategic vision for technical contact center operations support related to products and services for real estate professionals. This pivotal role demands an expert leader who will concentrate on achieving performance goals and guiding the strategic direction of the real estate agent's complete customer experience journey. They will drive operational efficiency across various teams and promote collaboration with marketing and product teams. Ready to dive in, drive strategic direction, operational change, and be a motivator for transformation? Look no further – this role is tailor-made for individuals like you who are eager to make a lasting impact!

About the role

The primary responsibilities of this role include:

• Leading Multiple Support Center Operations Teams: Responsible for daily operations for teams across multiple business lines achieving performance targets (i.e., Service Level, Quality, Average Handles Times, etc.) handling complex agent issues.
• Financials: Ownership of the P&L responsibility, coordinating financial performance and driving profitability for the department. Accountable for owning the budget and optimizing staffing model to ensure financial adherence to annual plan.
• Team Management: Directs a team of 120+ employees across multiple locations in US and Serbia; ensuring excellent customer service and quality standards.
• Analyzing Data and Metrics: Identify trends and insights to improve processes, policies, and procedures. Develop and monitor critical metrics to understand performance and build mitigation strategies.
• Partnerships: Work collaboratively with other departments, such as Program Management, Product, Workforce Planning, Vendor Management, and IT, to identify and implement innovative technology or processes that optimizes efficiency and delivers outstanding customer service
• Continuous Improvement: Focus on continuous improvement using technology (AI, Chatbot, etc.) and self-serve solution options (Help Center, SMS, Chat) striving to identify areas that improve customer journey across multiple contact points.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC the standard base pay range for this …