Senior Manager, Preferred

About The Team

The Zillow Preferred team partners with top real estate professionals to help them deliver outstanding experiences for home shoppers through a combination of strong partnership, operational excellence, and differentiated Zillow products. Today, that means more than simply supporting partners through a high-touch human model. It means building the next generation of partner success: AI-powered where it should be, human-led where it matters most, and always grounded in customer outcomes.

About The Role

The Senior Manager, Preferred (M4) is a senior frontline leadership role responsible for leading a team of Growth Specialists through the next evolution of Zillow Preferred’s partner support and growth model. This leader will help translate Zillow’s AI-enabled service strategy into clear frontline execution, scalable operating mechanisms, strong coaching practices, and measurable partner outcomes. You will contribute to strategy, execute operating mechanisms, lead through change, and partner cross-functionally to build the systems, workflows, guardrails, and talent needed to scale a new support model across Zillow Preferred.

What You’ll Do

• Operationalize AI powered partner support strategy
• Help refine and evolve the strategy for a scalable AI-powered, human-in-the-loop support model for Zillow Preferred partners, balancing growth, experience, quality, and cost to serve
• Translate company and segment strategy into clear workflows, team expectations, coaching practices, and cross-functional routines that help Growth Specialists, managers, AI tooling, and partners work together to drive partner outcomes
• Help move the organization from recurring bespoke servicing motions toward product-led, trigger-based, and insight-driven engagement models while preserving trust and strategic human judgment
• Lead a high impact team through transformation
• Build an organization that learns how to operate effectively in a tech-enabled environment—where teams use AI, signals, and workflows to prioritize work, but apply human judgment to nuanced, high-stakes, or ambiguous situations
• Recruit, coach, and retain high performing talent who can develop others, operate with resilience in ambiguity, and reinforce a culture of innovation, inclusion, ownership, and high performance
• Build and run the operating system for scale
• Establish the operating cadences, performance reviews, escalation paths, quality mechanisms, and inspection rhythms that make this support model measurable, repeatable, and scalable
• Apply clear rules for when human review or intervention is required, and ensure the team is trained on real workflows rather than generic AI concepts
• Use leading indicators, alerts, and partner health signals to prioritize where the team should intervene, and ensure interventions are timely, strategic, and tied to measurable outcomes
• Drive partner success and growth through the team
• Ensure your organization helps partners adopt Zillow tools, improve operational performance, and grow in ways that benefit both the partner and the customer experience
• Coach leaders and specialists to turn data into clear action plans, reinforce durable behavior change, and step in effectively when partners are stuck, off-track, or at risk
• Serve as a senior escalation point for sensitive or high-impact partner situations that require executive judgment, strategic tradeoffs, or cross-functional orchestration
• Partner cross-functionally to build what’s next
• Bring frontline insights into product and operations discussions so Zillow continues to improve AI quality, self-service journeys, escalation design, and partner experience
• Influence senior stakeholders on tradeoffs, sequencing, investment priorities, and what should scale across the broader Preferred organization
• Act as a leader of the business
• Connect partner support outcomes to broader Zillow business goals including growth, retention, adoption, attach, and long-term marketplace health
• Identify systemic issues early, make principled decisions in ambiguity, and shape solutions beyond your immediate org
• Represent this emerging model in leadership forums, helping Zillow define what a modern, AI-enabled organization should look like

Who you are

• 7+ years of relevant leadership experience in customer success, partner operations, support strategy, account management, service operations, or a related field, including experience leading high-performing frontline teams; experience leading leaders or scaled frontline organizations is preferred
• Proven success building or leading teams in environments undergoing significant change, especially where new tools, workflows, or operating models had to be introduced and adopted
• Strong strategic thinker who can connect customer needs, operational design, and business outcomes—and turn a broad vision into a practical plan
• Comfortable with and pragmatic about AI-enabled workflows, with the ability to help teams adopt new tools responsibly and apply human judgment where it matters
• Strong systems thinker who can design operating mechanisms, inspect performance, and use data to drive prioritization, accountability, and course correction
• Exceptional people leader who sets a high bar, develops talent intentionally, and creates clarity and momentum in ambiguous environments
• Executive presence with the ability to influence senior internal stakeholders and partner leaders in complex or high-stakes situations
• Strong cross-functional operator who can move seamlessly between frontline realities and enterprise priorities
• Experience in real estate, proptech, marketplace businesses, or performance-based partner models is strongly preferred

Success Looks Like

• Built a team and operating model that can scale with Zillow’s ambitions
• Partners get faster, clearer, more effective support
• The team knows when to lean on AI and when to lean in as humans
• Leaders have the data and mechanisms to improve performance continuously
• Zillow has a durable model for delivering partner success at scale

Get to Know Us

Zillow is reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you'll be part of a company that's reshaping an industry and helping more people make home a reality. Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

Criminal History

If you have a criminal history, we will consider you for employment in accordance with applicable state and local law. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.