Zillow · 11 hours ago
Senior Process Operations Analyst
United States
Full-time
Remote
Mid, Senior Level
$83K/yr - $133K/yr
3+ years expZillow is reimagining how people move through the real estate market, and they are seeking a Senior Process Operations Analyst to design and improve processes focused on customer experience. This role involves leading process operations, analyzing contact drivers, implementing AI tools, and collaborating with cross-functional teams to enhance customer support.
MarketplaceOnline PortalsPropTechReal Estate
Responsibilities
Implement AI co‑pilot tools into support workflows
Partner with Product, AI/Tooling teams, CX Readiness, and frontline leaders to integrate AI co‑pilot capabilities into standard operating procedures for Customer Support and Connections
Define use cases, guardrails, and success criteria for AI‑assisted workflows (e.g., suggested responses, summarization, routing, triage)
Monitor performance, capture agent feedback, and iterate on prompts, flows, and training to improve adoption and outcomes
Develop and execute a deflection strategy for primary contact drivers
Analyze contact data to identify and prioritize the primary drivers for Customer Support (e.g., account, billing, product questions)
Partner with Program, Product, CX Readiness, and Content teams to design and test deflection levers (self‑service, in‑product guidance, proactive comms, automation) that reduce unnecessary contacts while preserving great CX
Build measurement frameworks and dashboards to track deflection performance, trade‑offs, and customer impact over time
Design a “universal” issue management process across teams
Lead the design and rollout of a standard issue lifecycle (intake → triage → root‑cause analysis → owner assignment → fix validation → communication → closure) that works across Customer Support, Connections, and CX Readiness
Use process‑improvement methodologies (e.g., Lean, Six Sigma, BPMN) to map current flows, identify bottlenecks and handoff pain points, and propose an end‑state model
Create clear documentation (SOPs, flowcharts, RACIs) and ensure the process is consistently used across queues and regions
Improve CSAT for Customer Support through process and tooling changes
Partner with Analytics to connect CSAT trends with specific workflows, tools, or issue types — and translate insights into clear action plans
Prioritize and run process‑improvement experiments (e.g., reducing handle-time friction, improving first‑contact resolution, eliminating repeat contacts) that measurably improve CSAT
Share results and recommendations with CX and Product leaders, tying improvements back to customer and business outcomes
Lead data‑driven process analysis and reporting
Collect and analyze operational data (contact volume, cycle time, error rates, SLA adherence, escalations) to identify trends, inefficiencies, and gaps
Develop and maintain operational metrics and dashboards that make process performance visible to stakeholders
Present findings and recommendations through clear reports and visualizations using tools like Excel, Tableau, or similar
Support implementation and change management
Co-lead the rollout of new processes, tooling enhancements (e.g., routing logic, forms, issue‑tracking flows), and AI capabilities for Customer Support and Connections
Partner with Frontline Leadership and Content to ensure agents understand what is changing, why it matters, and how to work in the new process
Monitor adoption, gather feedback from agents and leaders, and iterate to close gaps
Mentor and partner across Process Ops
Provide guidance and coaching to Process Ops teammates on issue triage, documentation standards, and fundamental analysis techniques
Help standardize best practices, templates, and tools for process mapping, bug reporting, and workflow updates
Qualification
Required
3–5+ years of experience in process operations, business operations, support operations, or a similar role, with a track record of improving workflows and outcomes at a team or departmental level
Comfortable mapping current‑state processes, identifying bottlenecks, and recommending improvements using structured frameworks (e.g., Lean, Six Sigma, BPMN)
Data‑driven and comfortable with tooling
Strong technical understanding of support tools, back‑end systems, and data flows
Experience in support/contact center environments
Clear communicator and collaborator
Change‑ready and pragmatic
Customer‑ and agent‑obsessed
Preferred
A Lean Six Sigma Green Belt (or equivalent) is preferred but not required
Hands‑on experience implementing AI or automation tools in a support or operations context
Experience with Salesforce, Genesys, and/or other contact center platforms
Prior work directly tied to CSAT improvement or contact deflection initiatives
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