About the team

At Zillow, we are at the forefront of revolutionizing the home-buying and selling experience! Our Enhanced Markets are the epicenter of Zillow’s pioneering vision for an integrated transaction experience through ZHL (Zillow Home Loans), FUB (Follow Up Boss), and Spruce. While the Product team is weaving together a seamless customer and operator journey through innovative technology, our EM (Enhanced Markets) teams are elevating partner performance through open communications, operational excellence, and a focus on enhancing benefits for real estate agents.

The EM Partner Management team (EMPM) is grounded in a deep understanding of our partners and foresight into what motivates them in their relationship with Zillow and their vision for growing their business through us. At the core of this transformative experience is the Premier Agent, crucial for delivering unparalleled service to our consumers. Join EMPM, where skilled program designers, business strategists, and GTM experts work to empower our exceptional frontline teams collaborating in the field to provide Flex partners—an exclusive group of impactful agent teams—with everything they need to thrive and expand their real estate business.

About the role

Join us in driving improved performance of our Enhanced Market partners through the success of our frontline sales teams and leaders. Main pillars of work are 1) program design and management of frontline success, 2) frontline and partner training strategy and execution and 3) partner and frontline resource strategy and knowledge management.

Your primary frontline customer is the EM/Flex Growth Advisor but several frontline teams support our Flex partners, including ZMAs (Zillow Market Advisors), FUB CSMs, Field Operations and Loan Officers. This sophisticated collaboration requires you to be an organizational wiz, known for seeing around corners and highlighting future field challenges to senior leadership, while providing solutions to address them proactively. Your ability to influence others in sensitive situations without damaging relationships will be crucial. By analyzing situations and presenting methods, techniques, and evaluation criteria, you will influence strategic decisions and influence results.

As the Director, Enhanced Markets, you will lead a team of program and operations managers as well as a small team of trainers. Establish the rhythm of frontline success including the “symphony” of partner-facing teams in Enhanced Markets: ZHL ZMAs, FUB CSMs, Strategic Advisors and Field Operations. Build and run the support strategy for Flex Partners via the Growth Advisor (GA) role, crafting project plans, and influencing cross-functional alignment. Serve as a thought partner to EM leadership, collaborating with sales, program and engagement teams to align leadership strategies with organizational goals. Incorporate industry trends, standard processes, and effective methodologies. Explore, validate, and implement new support and training concepts, translating ideas into action through problem-solving, analysis, and research.

What you will do:

Design efficient initiatives for GA, partner and agent onboarding to Enhanced Markets—including ongoing development programs, and access to appropriate resources.
Manage training resources (both human and tech) to ensure Enhanced Markets continue to scale efficiently and effectively— exceeding Flex performance metrics and establishing ZHL as a preferred lender.
Design and lead the execution of training content and curriculums through a team of dedicated success managers and Zillow Academy courses
Work with the partner engagement team, EM sales leadership and cross-functional frontline leaders to drive the adoption of standard processes and coaching methodologies to partners and agents
Craft sales effectiveness and training initiatives to optimize partner performance through Zillows most trusted resource, the Growth Advisor. Build impactful sales training programs and materials that focus on needed skill proficiencies and methodologies. Collaborate with Talent Success and Sales Leadership to define programs for accelerated ramp-up of sales professionals.
Responsible for documenting 3YP (three year plan) and AOP (annual operating plan) visions for the continued evolution of the GA and SA roles and their impact on partner performance
Build a strategy for internal and external knowledge management frameworks

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 $161,700.00 - $258,300.00 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

Embraces ownership mentality and proactively charts new paths, demonstrating confidence in ambiguous situations and a bias toward action, often driving through cross-functional partners
Fosters confidence and passion for frontline and agent initiatives among EM leadership and impacted business teams, promoting the vision effectively.
Applies experience in sales processes and methodologies to enhance communication and information intake within the sales and partner management team
Demonstrates exceptional leadership and partner management skills to navigate complex decisions effectively.
Conducts data-driven analyses, including assessing funnels, diagnosing performance, and finding opportunities for partner performance improvement through training curriculums and frontline teams.
Measures the effectiveness of programs through assessments, structured feedback, and trend analysis to drive continuous improvement and refine programs accordingly.
Delivers tangible results while managing competing priorities in a dynamic and fast-paced environment.

Qualifications

10+ years of experience in strategy, business operations, analytics
10+ years of experience in training, and program management
6+ years of management experience
Proficiency in sales process
Data analysis in Tableau preferred

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 youre 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.