Senior Program Manager, Business Operations - Remote-USA

About the team

About the team: The Program Management team is part of the Contact Center Operations at Zillow. The Contact Center Operations team provides 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. This multi-functional organization supports multiple lines of business with planning and setting strategic direction, identifying and influencing how strategy is implemented, and ensuring accountability for the outcomes. We are heavy hitters who think big, adapt quickly, and team up to deliver results!

About the role

We are seeking a highly skilled Senior Program Manager with a consistent record of developing and managing roadmaps for integrated support and service functions. The Senior Program Manager is a senior-level member of the Contact Center Operations team that ensures our customers and partners find success with Zillow’s products and services. This role will find opportunities to improve our frontline-to-partner/customer experience and operation through tech and automated solutions, cost-saving initiatives, and funnel experimentation. This person will orchestrate large cross-functional teams, ensuring all aspects of the roadmap are delivered on. You'll play a significant role in aligning objectives with company-wide strategic direction while delivering results on time.

Key responsibilities:

• Translate customers’, operators’, and partners’ needs during the buying, selling, and financing experience into testable hypotheses.
• Implement rapid ‘test-and-learn’ pilots to test new strategies and tactics and quickly scale up successful models.
• Develop and lead a robust program roadmap, drive workback schedules, measurement plans, and cross-functional resources across multiple highly-complex initiatives.
• Prioritize initiatives by establishing a clear evaluation framework and working model with key cross-functional teams (e.g. Product, Data Science, Operations) to fund resourcing.
• Leverage …