Director, Strategic Workforce Planning

Zillow Group; United States; On-site; USD 135,000 - 230,000; Full time

Job summary

Zillow Group is seeking a Director of Workforce Planning to lead enterprise workforce management for our customer‑facing operations. You will guide long‑range capacity planning, forecasting, scheduling, and real‑time performance management across contact center environments, partnering with senior leaders to optimize service levels and colleague experience.

As a leader of leaders, you’ll set the vision for standardized WFM policies, oversee forecasting and scheduling teams, and drive

Qualifications

• Bachelor’s degree in Business, Operations Management, Mathematics, Statistics, Finance, Industrial Engineering, or a related field.
• 10+ years of experience in workforce management, contact center operations, or a closely related field, including 5+ years in a people leadership role leading multi-function teams.
• Demonstrated experience owning enterprise or large-scale workforce planning, forecasting, and scheduling for high-volume, multi-channel environments (e.g., service or support), including BPO vendor partners.
• Proven success using data and analytics to diagnose performance drivers, improve forecast accuracy, and optimize staffing, productivity, and customer or sales outcomes.
• Track record of influencing senior leaders and cross-functional partners with clear, data-driven recommendations in a fast-paced, high-growth environment.
• Working knowledge of WFM platforms such as Aspect, Genesys, or NICE, and related telephony or CRM tools.

Responsibilities

• Set enterprise workforce management strategy for contact center operations, aligning capacity planning, staffing, and service level targets with business objectives.
• Lead long-range and annual workforce planning, including demand forecasting, hiring plans, and budget inputs across sites, lines of business, and channels.
• Design and govern standardized WFM policies, frameworks, and KPIs to ensure consistent practices and performance visibility.
• Oversee the workforce management operating model and teams, including forecasting, scheduling, and real-time management functions, providing leadership and development.
• Partner with Operations, Sales, Finance, HR, and vendor partners to align staffing strategies with volume trends and productivity goals.
• Champion the roadmap for WFM tools and technology, including AI, and collaborate to implement telephony routing and reporting solutions.
• Drive continuous improvement initiatives that enhance forecast accuracy and schedule efficiency.

Skills

Leadership

Stakeholder influence

Data-driven decisions

Forecasting

Scheduling

Education

Bachelor’s degree in Business/Operations/Math/Engineering

Tools

Aspect

Genesys

NICE

Job description

Zillow Group is seeking a Director of Workforce Planning to lead enterprise workforce management for our customer‑facing operations. You will guide long‑range capacity planning, forecasting, scheduling, and real‑time performance management across contact center environments, partnering with senior leaders to optimize service levels and colleague experience.

As a leader of leaders, you’ll set the vision for standardized WFM policies, oversee forecasting and scheduling teams, and drive