Principal, Workforce Management

Zillow Group, Inc.

Job Overview

Location

Remote-USA

Job Type

Full-time

Full Job Description

📋 Description

• At Zillow, we’re reimagining real estate to make it easier to unlock life’s next chapter. Our CX Operations team is a critical part of that experience—supporting customers and partners at key moments with speed, care, and expertise.
• The Workforce Management team ensures we have the right people, in the right place, at the right time to deliver a seamless customer experience. We partner closely with Operations, Product, Finance, and People teams to balance service quality, efficiency, and employee experience at scale.
• We are seeking a Principal, Workforce Management to evolve our strategic capacity and workforce planning across the organization. This role combines deep expertise in capacity planning, forecasting, and resource optimization with broader leadership in workforce strategy and WFM best practices.
• You will act as a thought leader and subject matter expert, shaping how we forecast demand, allocate resources, scale operations efficiently, and measure the effectiveness of both digital and human-led initiatives on our operations.
• You will build and operationalize scenario planning frameworks and “what if” analyses to assess demand variability, staffing impacts and cost implications.
• This role goes beyond execution—driving innovation, synthesizing complex data into strategic insights, influencing senior stakeholders, evolving capacity models, and linking WFM strategy to business performance.
• You won’t just improve existing systems—you’ll define what great looks like for WFM at Zillow.
• What you’ll do:
• Advance Zillow’s WFM strategy for evolving CX operations
• Lead the design and execution of demand forecast and scenario-based capacity planning models for nascent products, new lines of business, and non-traditional contact center scenarios to predict future staffing requirements, considering factors like seasonality, business growth, evolving technology integration and project pipelines.
• Establish scalable frameworks for forecasting, capacity planning, and resource optimization across multiple channels (voice, chat, email, ticketing, etc), incorporating non-human driven resources into future cost models (API calls, automated SMS texts, etc).
• Engage with program and business partners, data science, operations, vendor management and finance teams to align on assumptions, inputs, and outputs for capacity planning models.
• Serve as the enterprise subject matter expert for capacity planning, forecasting, and workforce strategy, ensuring consistent methodology and alignment across all planning teams.
• Act as a consultant for new business and/or models.
• Drive WFM Excellence
• Develop and implement strategic workforce plans that align with organizational goals across different time horizons, including identifying opportunities for AI and automation to enhance efficiency.
• Evaluate and introduce new technologies, automation, and AI-driven planning approaches to improve forecasting methodologies (regression, multi-variable simulation, LLM/AI models and other advanced techniques as appropriate).
• Define and measure the impact of both digital and human-led initiatives on capacity inputs, providing clear, actionable insights to leadership on risks, trade-offs, and opportunities.
• Drives continuous improvement of WFM practices, with a focus on the application of AI/ML to improve accuracy and efficiency.
• Influence and lead across teams
• Act as a trusted advisor to senior leadership on workforce strategy and operational readiness.
• Consult cross-functionally to shape the hiring, budgeting and operational strategy decisions for complex, ambiguous initiatives spanning multiple teams and systems.
• Role model best-in-class workforce planning practices, setting the standard for analytical rigor, strategic thinking, and decision-making across the WFM team.

🎯 Requirements

• 8+ years of experience in workforce management, capacity planning, or contact center analytics
• Deep expertise in forecasting, staffing models, and contact center operations
• Advanced skills in data analysis (SQL, Excel; Python/R a plus)
• Proven ability to influence senior stakeholders and drive alignment across teams
• Experience operating in complex, high-volume, multi-product, multi-channel environments
• Familiarity with contact center WFM tools (Aspect preferred)

🏖️ Benefits

• Competitive base salary
• Eligibility for equity awards based on factors such as experience, performance and location
• Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside

Skills & Technologies

Python

Senior

Remote

Degree Required

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Zillow Group, Inc.

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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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