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 role is $132,400.00 - $211,600.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, 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

• At least 10+ years of people leadership experience as leader of leaders and leaders of others in a contact center environment
• Bachelor’s or master’s degree or equivalent experience in business administration, management, or a related field is helpful
• Experience with Lean Six Sigma or other process improvement concepts is a plus.
• Analytical and quantitative skills demonstrating data/metrics using reporting technology (Excel, Tableau)
• Experience with contact center CRM technology (Salesforce, Zendesk) and telephony systems (Genesys) is required.
• Ability to travel both domestically and internationally is required

 

Transferable Skills

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

 

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 . 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 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 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.

 

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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