Director, Workforce Planning

ZINC Zillow, Inc.; United States; Remote; USD 143,000 - 228,000; Full time

Benefits offered by this job

Equity awards

Job summary

Zillow is seeking a Director of Workforce Planning to lead strategy, planning, and execution of workforce management for customer-facing operations. This leader will align staffing with volume trends, forecast demand, and optimize service levels across multiple channels and sites.

You will collaborate with senior leaders in Operations, Finance, HR, and Technology to design scalable frameworks, drive improvements, and enable sustainable growth while delivering a superior customer and colleague

Qualifications

• Bachelor’s degree or higher required in a related field.
• 10+ years in workforce management, contact center ops, or related field.
• Experience owning enterprise or large-scale WFM, forecasting, and scheduling.

Responsibilities

• Set enterprise WFM strategy for contact center ops aligning capacity, staffing, and service levels with business goals.
• Lead long-range and annual workforce planning across sites, lines of business, and channels.
• Design and govern WFM policies, KPIs, and analytics for visibility and consistency.
• Oversee forecasting, scheduling, and real-time management, coaching team leads and analysts.
• Partner with Ops, Sales, Finance, HR, and vendors to align staffing with volume trends and goals.
• Champion WFM tools roadmap and collaborate with Product, Eng, and vendors on tech implementations.
• Drive continuous improvements in forecast accuracy, shrinkage, and intraday execution.
• Provide exec-level insights with dashboards and performance reviews.

Skills

Forecasting

Staffing

Leadership

Data analytics

Communication

Vendor management

Education

Bachelor's degree in Business, Operations Management, Mathematics, Statistics, Finance, Industrial Engineering, or a related field

Tools

Aspect

Genesys

NICE

Job description

About the team

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.

About the role

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 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

• 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.

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 people 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 reshaping an industry and helping more people make home a reality.

How we work is a key part of that transformation. Through Cloud HQ, our strategic approach to distributed work, most employees have the flexibility to work from wherever they’re most productive—enabling us to move fast, stay connected and deliver on our people promise.

Zillow is honored to be recognized among the best workplaces in the U.S. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2026, and included on TIME’s America’s Best Companies 2026 list, 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.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.