Program Manager – Media Products and Experiences

📋 Description

• • As a Program Manager for Media Products and Experiences at Zillow Group, you will be instrumental in shaping and executing initiatives that enhance our suite of photography and media products. This pivotal role sits within the Media organization, a dynamic team dedicated to delivering industry-leading software tools, services, and experiences that are central to every Zillow listing.
• • You will act as a key liaison, synthesizing critical feedback from both internal stakeholders and external customers to inform strategic decisions and product development. Your primary focus will be on aligning operational strategies with overarching business objectives, ensuring that our media products not only meet but exceed customer expectations.
• • A core responsibility will be defining and tracking customer-focused Key Performance Indicators (KPIs), providing measurable insights into product performance and user satisfaction. This data-driven approach will guide continuous improvement efforts and strategic planning.
• • Collaboration is at the heart of this role. You will work closely with various Zillow teams, including those managing Aryeo, Zillow Showcase, and Zillow 3D Home, to identify emerging opportunities and architect high-quality, user-centric experiences.
• • You will proactively monitor support channels, acting as a point of escalation and resolution for customer issues related to media products. This involves understanding common pain points and translating them into actionable product enhancements.
• • Leading change management and go-to-market (GTM) efforts for new product launches and significant updates will be a key function. This requires meticulous planning, cross-functional coordination, and clear communication to ensure smooth transitions for our partners and minimize any potential disruptions.
• • You will serve as a subject matter expert on our media products, providing essential guidance and support to cross-functional teams. This ensures that all teams are adequately equipped with the knowledge and tools necessary to support the business and our valued partners effectively.
• • A significant part of your role will involve collaborating with Zillow Media Experts and product teams to ensure a cohesive alignment between product roadmaps, partner needs, and broader business goals. You will be a crucial voice, providing valuable operator experience feedback and identifying areas for enhancement.
• • You will be responsible for monitoring and reporting on the progress of projects and programs, meticulously tracking key milestones, deadlines, and the aforementioned customer-focused KPIs. This ensures transparency and accountability across all initiatives.
• • Developing compelling business cases for new opportunities will be essential. This involves staying abreast of real estate media industry trends, conducting strategic pilots, and executing proof-of-concepts to rigorously test and validate recommendations before full-scale implementation.
• • You will own key customer satisfaction and growth metrics, proactively creating and managing improvement plans designed to drive product adoption, enhance user retention, and foster long-term customer loyalty.
• • Furthermore, you will develop and lead large-scale strategic programs from inception to completion. This includes defining intricate workstreams, meticulously managing day-to-day execution, driving cross-functional alignment through regular stakeholder read-outs, and crafting clear, timely, and impactful communications for business partners and senior leadership.
• • This role offers the unique opportunity to be at the forefront of innovation in the real estate media space, directly impacting how Zillow empowers real estate professionals and enhances the consumer experience. Your work will contribute to Zillow's mission of reimagining the real estate market and making home a reality for more people.