Employee Service Coordinator

About the team The Coordinator II, HR Operations and Shared Services provides advanced HR support through a shared services model, managing complex employee inquiries, coordinating HR transactions and documentation, and helping to optimize HR systems and workflows. This role regularly partners with HR and business teams to ensure timely, accurate service delivery and a consistent, positive employee experience. About the role - Lead resolution of employee inquiries and cases across core HR topics (such as onboarding, benefits, compensation changes, employment verifications, and time off), escalating complex issues appropriately. - Manage end-to-end processing of HR transactions and time‑sensitive documents in Workday and related HR systems to ensure data accuracy, compliance, and timely completion. - Monitor and prioritize HR case queues (for example, in ServiceNow or equivalent case management tools), track service levels, and flag trends or risks to HR Operations leadership. - Partner with HR Business Partners, Payroll, Legal, and other stakeholders to research, resolve, and document non‑standard or sensitive employee matters while maintaining strict confidentiality. - Analyze recurring questions, errors, and process gaps to recommend improvements and contribute to updates of self‑service content, knowledge articles, and standard operating procedures. - Support HR programs and operational initiatives (such as cyclical HR processes, audits, and data clean‑up efforts), coordinating tasks and communications across teams. - Provide peer support and informal coaching to more junior coordinators on procedures, systems navigation, and best practices for delivering a consistent, high‑quality employee experience. 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 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. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside. Who you are - High school diploma .-. - 3+ years of HR-related or HR operations experience supporting employee-facing services and HR transactions. - Experience working with HR systems such as Workday and case or ticket management tools. - Experience prioritizing and managing a high volume of requests or transactions in a shared services or service-oriented environment. - Or an equivalent combination of education and experience. Get to know us At Zillow, we’re 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. No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together. 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,