Workforce Management Systems Lead

About the teamThe Workforce Management Systems team at Zillow plays a pivotal role in driving operational excellence across the company. By partnering closely with Operations, Technology, and Business Intelligence, the team ensures our workforce planning and scheduling systems are efficient, scalable, and aligned with Zillow’s mission to deliver exceptional customer experiences.

About the role

We are seeking a strategic and technically adept Workforce Management Systems Lead to spearhead the transformation of our workforce management capabilities. This role is critical in enabling scalable, data-driven decision-making by unlocking efficiency across workforce planning, scheduling, and operational execution through automation.

This is a high-impact role for someone who thrives at the intersection of systems design, process automation, and strategic workforce planning, with a passion for building tools that amplify productivity and optimize labor investments.

You will Get To:

Workforce Automation & Optimization

• Lead the automation of labor planning, scheduling, reporting, and real-time monitoring processes using WFM tools, complementary platforms (e.g., reporting, scripting, low-code tools), and AI powered solutions

• Identify, prioritize, and execute opportunities to eliminate or automate manual, repetitive workflows—freeing up resources for higher-value strategic initiatives.

• Establish scalable frameworks for continuous automation and system improvements.

Systems Leadership & Integration

• Own the configuration, maintenance, and optimization of Aspect Workforce Management (WFM) systems 

• Collaborate with Operations, Tech, and Business Intelligence partners to integrate WFM solutions with internal systems including HRIS, CRM, BI tools, and forecasting platforms.

• Ensure high availability, usability, and performance of WFM systems in alignment with business SLAs and user needs.
   

Stakeholder Management & Leadership

• Build dashboards and self-service tools in partnership with our Business Intelligence teams that equip leadership with actionable insights and scenario planning capabilities.

• Analyze long-term workforce trends and identify opportunities to reduce costs or increase agility through system improvements.

• Train, coach, and support cross-functional stakeholders on WFM best practices, tools, and standards.

• Drive change management initiatives to ensure successful adoption of new tools and workflows.
   

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, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, Washington state, and Washington DC the standard base pay range for this role is $79,300.00 - $126,700.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, 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:

• 5+ years of experience in Workforce Management, Business Systems, or Process Automation roles.

• Experience with data integration, ETL, and API workflows across enterprise systems.

• Strong technical proficiency in contact center WFM platforms (e.g., Aspect, NICE, Verint) and scripting (e.g., Python, SQL, VBA, or RPA tools).

• Proven track record of designing and deploying automation initiatives that drove measurable efficiency gains.

• Deep understanding of workforce planning concepts (e.g., forecasting, shrinkage, coverage, productivity KPIs).

Preferred:

• Experience with cloud-based WFM tools or custom workforce planning applications

• Knowledge of enterprise tools like Workday, Salesforce, Tableau/Power BI, or ServiceNow.

• Experience working in fast-paced, high-volume operations (e.g., customer support, field services, BPOs).

• Strong stakeholder communication and cross-functional leadership skills.

Transferable Skills:

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

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.