Senior Quality Program Manager

About the team

You will be part of the Quality Program team that conducts call audits, highlights coaching opportunities, analyzes data trends, and relays information to business partners. We are a highly collaborative group, balancing investigative analysis with frontline feedback. Our team works closely across different lines of business to provide a 6-star experience to customers both internally and externally.

About the role

The Senior Quality Program Manager will be responsible for overseeing a program that monitors the interactions between internal Zillow Group teams, vendor teams, and our customers on a daily basis. In addition, you will serve as a main point of contact and subject matter expert for quality and customer experience within our greater operations team. Your role will involve conducting research, analyzing data, and providing insights to support the growth and improvement of the customer experience as well as ensuring compliance.

Primary role function:

• Responsible for the daily operation of the quality program for an LOB. Act as the main POC for quality for that LOB

• Build and design quality scorecards and maintain quality tooling

• Partner with the Performance team to ensure quality program success and help drive operational rigor

• Establish quality standards and ensure those standards are upheld for both vendor and internal evaluations

• Provide support and feedback in updating and maintaining SOPs that service our customers

• Partner with leadership to execute program, project, and pilot initiatives

• Build strategic relationships within Zillow Group business lines and cross-functional business teams.

• Facilitate calibration sessions and attend weekly business reviews with internal and vendor partners

• Responsible for managing performance and providing feedback to quality vendor partners within the LOB

• Manage and respond to quality feedback and requests within an established service level 

• Implement actionable recommendations and data to drive performance improvement

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 $75,100.00 - $119,900.00 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

Required:

• 3+ years of business operations, program management, or quality management experience in a fast-paced, scaling environment

• Ability to adapt to business processes quickly

• Experience implementing success metrics for various business verticals

• Outstanding teamwork and relationship-building skills

• Strong oral and written communication skills

• Strong organization and time management skills

• Strong business, quality assurance, analytical, and a customer-first mentality

• Strong ability to complete ad-hoc analysis based on business need, while maintaining recurring programs

• Strong Google suite confidence

Preferred:

• Coaching, mentoring, and training experience

• Real Estate and Mortgage experience

• Tableau experience

• Gong or speech analysis software experience 

• Experience working in a remote environment

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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