Manager, Command Center

At Zillow, we’re reimagining real estate to make it easier to unlock life’s next chapter. Our Customer Experience (CX) Operations team is a critical part of that journey—supporting customers and partners at key moments with speed, care, and expertise. As a Manager, WFM Command Center, you will be part of the team at the center of how we deliver in real time. We monitor performance, respond to changing demand, and partner across teams to ensure a seamless, reliable customer experience every day. About the role We’re hiring a Manager, WFM Command Center to lead our real-time operations team. In this role, you’ll manage a team of Real-Time Analysts (RTAs) responsible for intraday performance and service level attainment across multiple programs. You’ll play a key role in ensuring we deliver for customers in the moments that matter most. Partnering closely with CX Operations and Workforce Management, you’ll balance service level attainment, operational efficiency, and associate experience to drive consistent, high-quality outcomes. This is a hands-on leadership role that combines data-driven decision-making, strong judgment, and people leadership. You Will Get To: Own real-time performance: Lead intraday performance management to consistently achieve service level goals across programs; establish clear frameworks for monitoring, decision-making, and execution Lead and develop your team: Coach and support a team of RTAs, building strong capability in real-time analytics and decision-making; foster a culture of accountability and continuous improvement Drive operational results: Partner with CX Operations to align on intraday strategies; monitor queue performance, staffing levels, and adherence to plan; take action to mitigate service and cost risks Communicate with clarity: Provide timely updates on performance, risks, and mitigation plans; use data and insights to influence decisions and drive alignment with stakeholders Drive continuous improvement: Identify opportunities to enhance processes, reporting, and real-time management practices; proactively identify trends and implement solutions to improve 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 $74,700.00 - $119,300.00 annually . This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $71,000.00 - $113,400.00 annually . The base pay range is specific to these locations 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. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside. Who you are Customer-focused—you understand how real-time decisions impact both customer and associate experience A strong operator—you bring structure to ambiguity and execute effectively in fast-paced environments Data-driven—you use insights to guide decisions and influence outcomes Collaborative—you build trust and work effectively across teams and functions Accountable—you take ownership and act with urgency to deliver results Qualifications Minimum: 3+ years of experience in contact center operations, workforce management, or related field 2+ years of experience leading people or teams Strong analytical and problem-solving skills Familiarity with WFM tools (e.g., Aspect, NICE, Verint, Genesys) Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences Preferred: Experience with routing and reporting in ACD/CRM platforms (e.g., Genesys, Salesforce, Zendesk) Experience leading a command center or real-time operations function Experience working cross-functionally with operations and planning teams Track record of driving process improvements or operational performance 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® 2025list, 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. #J-18808-Ljbffr Zillow