Zillow · 2 hours ago
Program Manager, CX Readiness
United States
Full-time
Remote
Mid Level
$83K/yr - $133K/yr
3+ years expZillow is a leading real estate platform in the U.S. seeking a Program Manager for their Customer Experience Operations team. The role involves designing and improving processes to enhance customer experience, managing product launches, and ensuring operational readiness across multiple teams.
MarketplaceOnline PortalsPropTechReal Estate
Responsibilities
Build and maintain a unified product release calendar for CX
Translate product launches into CX readiness plans
Support CxR testing and sign-off processes
Drive CX-ready release communications
Help implement issue deflection and feedback loops
Report on the impact and health of the program
Operate and refine CxR mechanisms
Qualification
Required
3–5+ years of experience in program management, project management, business operations, CX operations, or a related field
Comfortable owning workstreams within a broader program and delivering reliably against clear goals
Experience working with Product and/or Engineering teams
Experience in planning or executing launch readiness, change management, or release coordination for cross‑functional initiatives
Enjoy building structure: checklists, trackers, workback plans, RACIs, and documentation
Comfortable working with data to define basic success metrics, pull and interpret reports, and use insights to shape recommendations
Ability to write and present clearly, summarize complex information for different audiences, and proactively close loops and set expectations with stakeholders
Energized by helping stand up new programs and mechanisms, and comfortable working through ambiguity with guidance from senior leaders
Care about how launches feel to both customers and frontline teams, and look for ways to prevent issues before they become spikes in support demand
Preferred
Experience in contact center operations, customer support, or partner/merchant support environments
Background in UAT, QA, or CX‑focused product testing
Experience working with AI‑ or automation‑driven support experiences (e.g., virtual agents, agent assist, or knowledge automation)
Benefits
Equity awards based on factors such as experience, performance and location
Company
Zillow
Zillow is an online real estate marketplace for finding and sharing information about homes, real estate, and mortgages. It is a sub-organization of Zillow Group.
5001-10000 employees
H1B Sponsorship
Zillow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (179)
2024 (150)
2023 (171)
2022 (256)
2021 (239)
2020 (195)
Funding
Current Stage
Public CompanyTotal Funding
$96.63MKey Investors
Legg MasonPAR Capital Management
2016-08-01Post Ipo Equity
2014-04-01Post Ipo Equity
2012-12-12Post Ipo Equity· $4.13M
Leadership Team
Lloyd Frink
Co-Founder & Executive Chairman
Rich Barton
Co-founder and Co-Executive Chair
Recent News
Crowdfund Insider
2025-12-30
2025-12-22
Company data provided by crunchbase