Remote Director, Workforce Planning & Capacity

Zillow Group Inc.; United States; On-site; USD 143,000 - 228,000; Full time

Benefits offered by this job

Equity awards

Cloud HQ flexibility

Job summary

Zillow Group Inc. is seeking a Director of Workforce Planning to lead strategy, planning and execution for enterprise workforce management across its customer-facing operations.

You will align capacity planning, staffing, and service levels with business goals while guiding leaders and analysts through data-driven decisions. The role emphasizes long-range planning, multi-channel forecasting, and collaboration with operations, sales, finance, HR and tech to optimize service levels and colleague

Qualifications

• 10+ years in workforce management or related field.
• 5+ years in a people leadership role leading multi-functional teams.
• Experience owning enterprise or大型 scale workforce planning, forecasting and scheduling.
• Proven use of data analytics to improve forecast accuracy and staffing.
• Ability to influence senior leaders with data-driven recommendations.

Responsibilities

• Lead strategy, planning and execution of enterprise workforce management for customer-facing ops.
• Set long-range capacity planning, forecasting, scheduling and real-time performance targets.
• Collaborate with senior leaders across functions to design scalable WFM frameworks.
• Drive continuous improvement for forecast accuracy and intraday execution.
• Provide executive insights through dashboards and reviews.

Skills

Data analytics

Forecasting

Staffing

Leadership

WFM platforms

Education

Bachelor’s degree in Business/Operations/Math/Statistics/Finance/Industrial Engineering

Tools

Aspect

Genesys

NICE

CRM tools

Job description

Zillow Group Inc. is seeking a Director of Workforce Planning to lead strategy, planning and execution for enterprise workforce management across its customer-facing operations.

You will align capacity planning, staffing, and service levels with business goals while guiding leaders and analysts through data-driven decisions. The role emphasizes long-range planning, multi-channel forecasting, and collaboration with operations, sales, finance, HR and tech to optimize service levels and colleague