Senior Manager, Frontline Enablement

About the team

The Enablement Programs team is a part of the larger Contact Center Operations team at Zillow Group. We provide our customer-facing partners with the tools and resources required to function with operational rigor as we strive to give people the power to unlock life’s next chapter.

The Enablement Programs team focuses on driving behaviors that compel teams to be brilliant in their respective roles. Through an emphasis on foundational behaviors, we influence positive outcomes in performance, helping leaders succeed as coaches, and frontline reps succeed in delivering an exceptional customer experience through mastery of their roles. Come join us!

About the role

We are seeking a dynamic and strategic Senior Manager of Enablement Programs to lead all aspects of the development, implementation, and continuous improvement of various enablement initiatives aimed at empowering our frontline teams. This critical role combines expertise in Customer Experience (CX) enablement, product and service training, change management mechanisms, and technology integration to drive performance, productivity, and engagement across teams.

In this role, you will lead cross-functional initiatives that deliver on key objectives, improve operational efficiency, and ensure frontline teams have the knowledge, skills, and tools to provide exceptional customer service. This individual will also spearhead and partner on technology and AI solutions to enhance the frontline experience.

In this role, you will be responsible for:

• Strategic Program Development: Design and implement a comprehensive enablement strategy that aligns with business objectives, owning the roadmap of comprehensive training programs to ensure frontline teams are equipped with in-depth product, service, and CX knowledge.
• Change Management & Continuous Improvement: Lead the continuous improvement of training materials and mechanisms, bolstering change management efforts for new tools, processes, and organizational initiatives.
• Frontline Feedback Mechanisms: Develop and implement communication plans to ensure smooth transitions and adoption of new processes, while implementing and maintaining a system for capturing frontline feedback and insights.
• Tech, Tooling, and AI Innovation & Implementation: Support the rollout of new technologies and tools for frontline teams, ensuring they are integrated into daily workflows effectively. Drive the exploration and implementation of AI-powered tools to enhance frontline performance and reinforce desired behaviors.
• Leadership & Collaboration: Lead and mentor your team, fostering a collaborative, curious, and performance-driven culture. Establish team goals and development opportunities that align with organizational objectives. Foster a culture of teamwork and open communication to ensure cooperation across functional areas.
• Program Development and Optimization: Oversee end-to-end management of enablement programs, and lead the continuous assessment of program effectiveness through data-driven insights. Implement frameworks for measuring enablement success.
• Stakeholder Management: Communicate goals, progress, and outcomes regularly to key collaborators, driving transparency and accountability. Proactively engage leaders and business partners to understand needs and ensure enablement programs address critical gaps in knowledge, skills, or tools.

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 $119,000.00 - $190,000.00 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

Do you have a passion for frontline empowerment? You’re a proactive problem solver, with an innovative attitude to drive continuous improvement. Your ability to collaborate makes you an ideal teammate who thrives in a fast-paced, dynamic environment.

• Expertise in training design, modalities, and standard methodologies.
• Strong understanding of CX best practices and frontline team challenges.
• Deep knowledge of change management frameworks and ability to drive adoption of new processes and technologies.
• Familiarity with frontline technologies, including CRM systems, knowledge bases, and other support tools.
• Ability to leverage AI, automation, and data analytics to improve team performance and operational efficiency.
• Excellent leadership, communication, and stakeholder management skills.

Experience:

• Minimum of 7+ years of experience in enablement, learning & development, or CX operations, with at least 3 years experience in a leadership or senior management role.
• Proven success in designing and implementing large-scale enablement programs that directly impact performance.
• Demonstrated knowledge and track record of success in implementing change management strategies, especially those related to technology rollouts.
• Experience working with AI technologies and CRMs (Salesforce, Zendesk).
• Bachelor’s degree in Business, Learning & Development, Organizational Development, or a related field (preferred).
• Experience supporting contact center operations teams, preferred.
• Proven experience in program management, with a focus on training and enablement

Transferable Skills

Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related 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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