Job Overview
Location
Remote-USA
Job Type
Full-time
Category
Product Management
Date Posted
May 5, 2026
Full Job Description
đź“‹ Description
- • As the Principal Product Manager of Customer Experience Technology at Zillow Rentals, you will lead the vision and strategy for the technology and intelligence layer that powers Zillow Rentals’ customer success engine, turning support into a strategic advantage by driving operational efficiency and partner satisfaction.
- • You will architect a proactive, AI-first support model by defining and executing a roadmap that transitions from reactive ticketing to AI agents and LLM-powered self-service tools, while owning the buy vs. build strategy for platforms like Salesforce and Zendesk to ensure seamless data and workflow integration.
- • You will design and scale an onboarding framework for new partners that balances speed-to-live with high-quality listings and a strong end-to-end renter experience, and define and monitor North Star support metrics such as cost-per-resolution, support impact on LTV, and AI accuracy to deliver executive-level insights.
- • You will partner closely with Engineering, Data Science, and Product teams to ensure Voice of the Customer insights from Support directly influence the Zillow Rentals product roadmap, working within a high-growth, high-priority team of applied scientists, engineers, designers, researchers, and product managers dedicated to delivering trusted, tailored experiences for millions of customers.
🎯 Requirements
- • Deep expertise with Salesforce and Zendesk, including integrations, configurations, and workflow best practices.
- • 10+ years of product management experience with a strong focus on support products, business operations, or customer experience (CX) technology, or equivalent experience leading complex CX platforms.
- • Proven track record of deploying automated support solutions or AI-driven chatbots at scale, ideally in a two-sided marketplace serving both renters and partners.
- • Sharp analytical and modeling skills that enable timely, data-driven recommendations and clear prioritization across multiple high-impact workstreams.
- • Excellent written and verbal communication skills, including the ability to convey complex ideas concisely to diverse, senior audiences.
- • Strong executive presence with a demonstrated ability to lead, influence, and drive alignment without direct authority.
🏖️ Benefits
- • Competitive base salary ranging from $169,300.00 to $284,700.00 annually depending on location, with additional eligibility for equity awards based on experience, performance, and location.
- • Opportunity to work remotely from any of the 50 United States (with limited exceptions), allowing flexibility to choose your physical work location.
- • Recognition as part of a company honored as one of FORTUNE 100 Best Companies to Work For® in 2025 and included on the PEOPLE Companies That Care® 2025 list, reflecting an innovative, inclusive, and engaging culture.
- • Access to a mission-driven environment where your work helps drive innovation, support customers, and move the real estate industry forward while advancing your career.
Skills & Technologies
About Zillow Group, Inc.
Zillow Group operates the largest digital real-estate marketplace in the United States, connecting buyers, sellers, renters, landlords and agents through websites and mobile apps. Founded in 2006 and headquartered in Seattle, the company provides property listings, valuation estimates via its Zestimate algorithm, comparative market analytics, mortgage origination and title services, and iBuying through its Zillow Instant Offers program. Revenue is generated primarily from Premier Agent advertising, lead generation, and real-estate services. The platform covers more than 110 million U.S. homes and is publicly traded on NASDAQ under the ticker ZG.
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