Director, Workforce Planning

The Workforce Planning team sits at the center of Zillow’s customer-facing operations, helping ensure we have the right plans, tools, and insights in place to deliver a seamless experience for customers and sellers. We partner closely with leaders across operations, sales, finance, and technology to shape forecasting, capacity planning, scheduling, and real-time performance strategies that support both business outcomes and a strong colleague experience. The team is organized into Command Center, Resource Planning, and Capacity Planning, each led by a dedicated leader. This team plays a key role in building scalable, data-informed frameworks that help Zillow grow thoughtfully while keeping our customers and employees at the heart of every decision.

The Director, Workforce Planning leads the strategy, planning, and execution of enterprise workforce management for Zillow’s customer-facing operations, ensuring the right people are in the right place at the right time to deliver an exceptional experience. This leader of leaders sets the vision for long-range capacity planning, forecasting, scheduling, and real-time performance management across contact center environments, using data-driven insights to optimize service levels, productivity, and colleague experience. The Director collaborates closely with senior business, operations, finance, and technology leaders to design scalable frameworks, challenge the status quo, and enable sustainable growth. Set the enterprise workforce management strategy for contact center operations, aligning capacity planning, staffing, and service level targets with Zillow’s business objectives and customer experience goals. Lead long-range and annual workforce planning, including demand forecasting, hiring plans, and budget inputs across sites, lines of business, and channels to support growth while managing cost and risk. Design and govern standardized WFM policies, frameworks, and KPIs (e.g., forecast accuracy, schedule adherence, occupancy, service levels) to ensure consistent practices and performance visibility across teams. Oversee the workforce management operating model and teams, including forecasting, scheduling, and real-time management functions, providing leadership, coaching, and development to team leaders and analysts. Partner with Operations, Sales, Finance, HR, and vendor partners to align staffing strategies with volume trends, productivity goals, and workforce initiatives, enabling data-informed decisions on hiring, training, and deployment. Champion the roadmap for WFM tools and technology, including AI, collaborating with Product, Engineering, and vendor partners to implement and optimize workforce management systems, telephony routing, and reporting solutions. Drive continuous improvement initiatives that enhance forecast accuracy, schedule efficiency, shrinkage management, and intraday execution, using analytics and experimentation to test and scale best practices. Provide executive-level insights and recommendations through clear storytelling, dashboards, and operational reviews, highlighting risks, opportunities, and trade-offs in staffing and performance. 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, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $142,500.00 - $227,600.00 annually. This base pay range is specific to these locations and may not be applicable to other locations.

In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $135,400.00 - $216,200.00 annually. The base