HR Manager - Customer Contact Center

About the team

Zillow Group, the top real estate website in the U.S., is building an on-demand real estate experience. Whether selling, buying, renting, or financing, customers can turn to Zillow to find and get into their next home with speed, certainty, and ease.
At Zillow, our people and culture are what set us apart and make us excellent! The HR Business Solutions team helps cultivate an environment for our most valuable asset, our professionals and leaders, to thrive. We are a team of skilled human resource professionals who enjoy collaborating and solving business problems through strategic partnerships with our team, our leaders, and the employees we support.

About the role

The most qualified person for this role will be responsible for the following:

• Collaborate with business leadership, the Senior Manager, HR, and the broader HR team to establish HR plans and solutions to achieve strategic business initiatives and deliver results.

• Partner with leaders at multiple levels and their teams to identify, develop, and implement HR strategies and activities that champion growth, innovation, and organizational effectiveness. This includes implementing programs, processes, and tools to help set managers and employees up for success.

• Assess the human resources needs in areas such as performance management, employee relations, compensation, career development, and leadership development and drive the appropriate solutions in these areas.

• Partner with leadership and other HR teams to find opportunities to attract, develop, and retain people to achieve their fullest potential.

• Navigate complex organizational and people situations and processes using high judgment, thought leadership, effective communication, and pragmatic, operational thinking.

• Provide support, partnership, and guidance to managers on maintaining positive employee relations for a wide range of issues. This may include conducting investigations in response to employee issues and working with HR Leadership to recommend/implement courses of action based on investigation results.

• Support the analysis and facilitation of leadership and cultural initiatives. Use influence and coaching skills to cultivate an environment that reflects our core values.

• Liaison between employees and management to answer questions or concerns regarding company policies, practices, and regulations.

• Partner with appropriate internal and external resources to ensure compliance with all relevant employment laws and regulations, including those related to employment, outsourcing, and contractor management in the United States and internationally.

• Actively develops and mentors talent within the People Organization.
   

Additional Job Description

• You can achieve positive results in a fast-paced environment and navigate leaders through a variety of organizational changes.

• You are able to use your extensive knowledge of HR policies, procedures, compliance and practices and experience to develop, implement, and maintain HR projects and programs.

• You have a solid understanding of outsourcing models and the ability to manage contractor support, performance, and compliance both domestically and internationally.

• You use your experience in diagnosing problems and critical thinking skills to identify and drive appropriate solutions.

• You are an effective written and verbal communicator with conflict resolution skills and leadership coaching skills.

• You have shown an ability to practice a high level of confidentiality.

• Experience with HCM systems (Workday) preferred.

• You can handle high-volume workflow with minimal oversight and changing priorities.

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, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $105,900.00 - $169,100.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

• Bachelor's degree in Human Resources Management, Business Administration or related field preferred.

• 8-10 years of HR-related experience.

• Experience in customer care or call center support, with a focus on delivering exceptional service and resolving complex issues efficiently.

• Proven ability to support international teams, demonstrating cultural sensitivity and effective communication across diverse regions.

• Hands-on experience with Software as a Service (SaaS) platforms, including implementation, management, and optimization to enhance HR processes and employee experiences.

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.

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