Zillow Hiring for Manager, Quality Operations and Content Management Job at Remote Full Time

About the team

Today, Zillow is where people dream about their next chapter. We’re working on turning those dreams into a reality where you can find a home, a loan, a rental, or a renter, and so much more, all in one place. Can you imagine your next move being a delight, from first thought to move in date? Our team can!

We are making new promises, changing what we deliver. We’re grounding ourselves in customer insights and imagining how we can design home transactions, and moving experiences that match the dream.

We believe finding, financing, buying, selling, renting, or renovating your home should be something you can do in a trusted marketplace, and simple enough to complete transactions – on your phone! The Rentals team is central to accomplishing this mission, and delivering the Zillow promise to our customers. We operate as the engine that facilitates the successful connection between renters who shop Zillow for homes and the property owners and property manager who can provide that assistance. Our team is composed of service professionals that operate in a strong collaborative environment, achieve individual and team goals and provide the best experience for both our consumers and partners.

About the role

As the Manager for Quality Operations and Content Management you will spearhead quality initiatives that ensure that all our clients and customers have the best user experience. You will have the opportunity to lead a team that is tasked to proactively improve the quality systems of the company through internal audits, participation in process improvement programs, and interaction with key partners to obtain constructive feedback.

This includes the chance to:

• Work closely with internal stakeholders on identifying and implementing new and continued training and development needs
• Create, own, design, execute, measure and evaluate the QA program
• Create a coaching framework for the team that delivers impactful feedback
• Responsible for identifying new features and system enhancements
• Maintaining brand consistency and protecting the customer experience
• Partner with teams to fine-tune and build internal and external policies
• Partner with leadership to help build and implement measurement systems that empower teams to understand performance
• Monitor customer feedback for coaching and growth opportunities for the team
• Measure KPIs and deliver insights to leadership on the opportunities and risks

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. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

In Colorado, Connecticut, Nevada and New York City the standard base pay range for this role is $70,800.00 – $113,200.00 Annually. This base pay range is specific to Colorado, Connecticut, Nevada and New York City 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

• 3+ years of management experience (Leader of others)
• Hands-on experience in quality assurance for support teams
• Good organizational skills, knowledge in goal setting practices
• Excellent analytical skill and a technical aptitude
• Problem solving and critical thinking with the attention to detail
• Design, map and initiative the need for training and onboarding programs
• A change leader with proven experience leading people in a rapidly expanding, fast-paced, results driven environment
• Ability to communicate ideas effectively and work with a wide range of internal collaborators
• Ability to multi-task and excel in a fast-paced, constantly evolving, and data driven organization

Get to know us

Zillow is reimagining real estate to make it easier to unlock life’s next chapter.

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 is helping people move from dreaming to transacting — and no matter what job you’re in, you will play a critical role in making this vision a reality.

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. 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 in 2022 list, Glassdoor Employees’ Choice Award, honoring the Best Places to Work in 2022, Bloomberg Gender-Equality Index 2022, Human Rights Campaign (HRC) Corporate Equity Index and Best Place to Work for LGBTQ Equality 2022, 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 us at [email protected].

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.