Senior Manager, Preferred – AI-Powered Partner Support

About the role

We are looking for a Senior Manager to lead the Preferred team at Zillow, driving the next evolution of AI‑enabled partner support. The role combines strategic planning, operational execution, and people leadership to deliver scalable, high‑quality outcomes for real‑estate professionals.

Key responsibilities

• Operationalize and refine Zillow’s AI‑powered support strategy for Preferred partners.
• Translate company and segment goals into clear workflows, coaching practices, and cross‑functional routines.
• Lead a team of Growth Specialists, setting high standards for judgment, accountability, and customer impact.
• Build and manage scalable operating mechanisms, including self‑service, proactive monitoring, and human‑in‑the‑loop interventions.
• Partner with product, engineering, and analytics to define AI hand‑off points and continuously improve the support model.

Required profile

• Proven experience leading frontline teams in a fast‑moving, technology‑enabled environment.
• Strong ability to design and execute scalable support processes.
• Excellent judgment in balancing automation with human intervention.
• Track record of coaching, recruiting, and retaining high‑performing talent.

Required skills

• Experience with AI‑enabled service or support platforms.
• Knowledge of data‑driven workflow design and performance metrics.
• Familiarity with partner or customer success operations.