Business Intelligence Manager

📋 Description

• • As a Business Intelligence Manager at Zillow Group, Inc., you will be a pivotal member of the Customer Experience Operations (CXO) organization, driving data-informed decision-making across teams dedicated to delivering unparalleled customer and partner experiences.
• • You will play a central role in shaping how Customer Experience Operations leverages data to effectively manage performance, identify emerging opportunities, and scale successful initiatives throughout the entire customer journey.
• • Your core responsibility will be to own and steward the critical business intelligence assets, comprehensive reporting frameworks, and insightful visualizations that translate intricate operational data into clear, actionable insights for CXO leadership.
• • These insights will empower leaders to effectively run the business, covering key performance areas such as volume, efficiency, quality, and overall customer outcomes.
• • This role involves the end-to-end process of building and maintaining robust data pipelines, meticulously defining and consistently maintaining key performance metrics, and delivering executive-ready dashboards that are essential for operational reviews and strategic decision-making.
• • You will collaborate closely with analytics, data engineering, and operations teams to guarantee that CXO data is not only accurate and consistent but also highly trusted, laying a strong foundation for future advancements.
• • These future initiatives may include the implementation of automation, the execution of sophisticated experimentation, and the development of AI-enabled customer experiences.
• • A key aspect of your role will be to design, build, and maintain complex business intelligence datasets, robust semantic layers, and interactive Tableau dashboards that accurately model CXO performance across critical dimensions like volume, efficiency, quality, and customer outcomes.
• • You will forge strong partnerships with the data engineering team to meticulously define data contracts, establish seamless source system integrations, and develop precise transformation logic, thereby ensuring the creation of reliable and scalable data pipelines originating from operational systems such as CRM and contact center platforms.
• • You will be responsible for writing, optimizing, and diligently maintaining advanced SQL transformations, including multi-CTE structures, window functions, and performance-tuned queries, which are integral to production reporting and analytics.
• • A significant part of your contribution will be to establish and actively steward a clear metric taxonomy and a comprehensive metadata framework. This includes defining, documenting, and assigning ownership for metrics to ensure their consistent and accurate application across all operational and executive reporting.
• • You will conduct thorough data validation, reconciliation processes, and in-depth root-cause analysis to uphold the highest standards of accuracy, consistency, and trustworthiness in all CXO reporting.
• • Your work will involve designing BI assets that are specifically tailored to support a variety of downstream use cases, including but not limited to, experimentation frameworks, automation initiatives, and advanced AI-enabled customer experience projects.
• • You will be tasked with creating executive-ready dashboards and compelling narratives that effectively translate complex operational data into clear, concise insights, highlighting potential risks and identifying strategic opportunities.
• • This role offers the unique opportunity to work remotely within the United States, providing flexibility while contributing to a leading real estate platform.
• • You will be instrumental in driving the operational excellence of Zillow's customer experience by providing the data foundation for strategic decisions.
• • The role demands a proactive approach to identifying and resolving data discrepancies, ensuring the integrity of information used by senior leadership.
• • You will contribute to the continuous improvement of data infrastructure and reporting capabilities within the CXO organization.
• • By translating business needs into technical requirements for data solutions, you will bridge the gap between operational teams and data resources.
• • Your expertise will be crucial in developing a unified understanding of key performance indicators across diverse customer touchpoints.
• • You will champion data governance best practices, ensuring data quality and accessibility for all stakeholders.
• • The position requires a blend of technical acumen, strategic thinking, and strong communication skills to effectively influence stakeholders at all levels.
• • You will be at the forefront of leveraging data to enhance customer satisfaction and operational efficiency at Zillow.
• • This role is ideal for an individual passionate about data, customer experience, and driving business impact through insightful analytics.
• • You will contribute to a culture of data-driven decision-making and continuous learning within the CXO team.
• • The scope of work includes managing and enhancing reporting for millions of customer interactions annually across Zillow's diverse product portfolio.
• • You will be a key player in ensuring that Zillow's customer operations are not only efficient but also highly effective in meeting customer needs.
• • Your insights will directly influence strategies aimed at scaling successful customer service models.
• • The role provides a unique opportunity to work with a wide array of operational data sources, offering a comprehensive view of the customer journey.
• • You will be empowered to innovate and implement new approaches to business intelligence and data analysis.
• • The successful candidate will be a self-starter, capable of managing multiple priorities and delivering high-quality results in a fast-paced environment.
• • This position is critical to Zillow's mission of helping more people make home a reality by ensuring exceptional customer experiences.
• • You will be part of a dynamic team that values collaboration, innovation, and a commitment to excellence.
• • The role offers significant opportunities for professional growth and development within a leading technology company.
• • Your contributions will directly impact the success of Zillow's customer-facing operations and overall business objectives.