Principal Technical Program Manager

📋 Description

• • As a Principal Technical Program Manager (P5) within Zillow's Customer Fulfillment Engineering group, you will be instrumental in shaping the future of how real estate professionals engage with clients and manage their business.
• • You will lead large-scale, cross-organizational programs that are central to Zillow's agent and team experiences, driving initiatives that modernize and scale critical platforms such as CRM, communications, and workflow automation.
• • Your role will involve enhancing the reliability, performance, and overall quality of these vital systems, ensuring they can support millions of conversations and transactions effectively.
• • A key aspect of this position will be the introduction and integration of AI-powered capabilities designed to help agents prioritize their efforts and serve their clients with greater precision and efficiency.
• • You will be responsible for aligning product, platform, and operational workstreams into cohesive, outcomes-driven roadmaps, ensuring strategic alignment across multiple teams.
• • This role demands operating at both strategic and execution levels, where you will clarify program goals, translate product vision into actionable technical plans, align diverse stakeholders, and ensure programs deliver measurable impact for both customers and the business.
• • You will lead complex, cross-organizational, multi-quarter programs that span multiple product, platform, and data teams within Customer Fulfillment Engineering and partner organizations, taking ownership from discovery through post-launch, and proactively managing scope, risks, and dependencies.
• • A core responsibility is to create clarity from ambiguity by transforming loosely defined problems into clear program charters, detailed roadmaps, and well-defined success metrics, bringing essential structure to fast-moving and evolving environments.
• • You will act as a crucial bridge between product and engineering teams, translating high-level product goals into precise technical requirements and sequencing, while closely partnering with Engineering Managers, Staff/Principal Engineers, and Product leaders to shape strategy and facilitate informed decision-making on tradeoffs.
• • Driving operational excellence is paramount; you will establish robust operating rhythms, including regular cadences, insightful dashboards, and thorough reviews, while defining and meticulously tracking Key Performance Indicators (KPIs) related to reliability, throughput, quality, and customer impact for Customer Fulfillment programs.
• • You will champion the integration of AI and platform strategy by collaborating with engineering and product leaders to embed AI, shared platforms, and reusable services into program plans, thereby creating durable leverage and fostering innovation.
• • Influencing senior leadership is a critical component of this role; you will communicate with clarity and impact to Directors, VPs, and cross-functional partners, effectively framing options and recommendations, driving consensus, and securing necessary decisions to unblock progress.
• • You will play a vital role in improving Zillow's internal processes by evolving lightweight, scalable ways-of-working across Customer Fulfillment Engineering, encompassing planning, intake, prioritization, execution, and retrospectives, ensuring a balance between organizational consistency and team autonomy.
• • As a senior leader within Zillow's TPM community, you will mentor and lead by example, guiding other TPMs and contributing to raising the overall standard of program management craft across the organization.
• • This role offers the opportunity to work on cutting-edge technologies and platforms that directly impact the success of real estate professionals, contributing to Zillow's mission of empowering people through their real estate journey.
• • You will be part of a collaborative and customer-obsessed team that values smart, humble, and driven individuals dedicated to building scalable and reliable systems.
• • The position is fully remote within the USA, offering flexibility and the opportunity to work from a location of your choice.
• • You will contribute to a culture of continuous improvement, seeking out opportunities to optimize processes and enhance team effectiveness.
• • The work involves navigating complex technical challenges and driving solutions that have a tangible impact on Zillow's business objectives and customer satisfaction.