Senior Business Intelligence Manager

📋 Description

• • As a Senior Business Intelligence Manager within Zillow’s Customer Experience Operations (CXO) organization, you will be instrumental in empowering data-driven decision-making across teams dedicated to delivering exceptional customer and partner experiences. The CXO organization supports millions of customer interactions annually across Zillow’s expansive platform, encompassing a diverse range of products and business lines.
• • The CXO Business Intelligence team is pivotal in establishing robust data foundations, comprehensive reporting, and insightful analytics that empower leaders to understand performance metrics, identify strategic opportunities, and effectively scale successful initiatives. In this role, you will directly contribute to this mission by taking ownership of the data, metrics, and reporting assets that underpin operational execution, advanced analytics, and critical executive decision-making processes.
• • This senior position offers a unique opportunity to transcend traditional dashboard delivery and instead focus on the development of sophisticated BI products designed to drive adoption, inform strategic decisions, and influence significant operational and strategic outcomes. You will forge strong partnerships with Analytics, Data Engineering, Data Visualization Engineering, Finance, Workforce Management, and Operations teams to meticulously define key metrics, architect scalable data models, and deliver reusable BI solutions that can be effectively scaled across the entire CXO organization.
• • You will operate with a substantial degree of autonomy and influence, playing a key role in shaping the prioritization, design, and scaling strategies for BI initiatives across various teams. While this role does not involve direct people management, you will be responsible for setting technical direction, establishing organizational standards, and providing mentorship to BI practitioners, thereby elevating the overall BI maturity and capability within the organization.
• • Success in this role hinges on the seamless integration of strong technical acumen with sound business judgment, coupled with complete ownership of the BI lifecycle. This encompasses everything from the initial intake and design phases through to delivery, ensuring widespread adoption, and driving continuous improvement.
• • Your contributions will be critical in ensuring that Business Intelligence functions as a durable, decision-enabling capability that consistently supports the strategic objectives of the CXO organization.
• • You will be responsible for designing, building, and maintaining complex BI datasets, governed semantic layers, and sophisticated Tableau dashboards that accurately model CXO performance across key dimensions such as volume, efficiency, quality, and customer outcomes.
• • A core responsibility will be to define and evolve enterprise-level metrics, establish a clear taxonomy, and implement robust governance frameworks. You will also influence CXO-wide reporting standards and best practices to guarantee consistency, accuracy, and trustworthiness in all analytical outputs.
• • You will collaborate closely with the Data Engineering team to shape data contracts, define ingestion requirements, and refine transformation logic, ensuring the development of scalable and sustainable analytics foundations.
• • Partnering with the Analytics team, you will translate exploratory analysis findings into standardized, reusable, and impactful BI products that can be leveraged across the organization.
• • You will develop and maintain advanced SQL transformations that are integral to production BI workflows, ensuring efficiency and reliability.
• • A key focus will be on championing data quality. This involves proactively identifying data quality issues, clearly articulating their business impact, and driving systematic improvements across both upstream and downstream systems.
• • You will build essential BI assets, including feature-consistent datasets, governed semantic layers, and meticulously documented metrics. These assets will serve as the foundation for enabling critical downstream use cases such as automation, experimentation, AI-powered analytics, agent-assisted decisioning, and executive decision support.
• • You will establish comprehensive BI documentation, metadata standards, and data quality signals. This will ensure that CXO metrics are easily understandable, discoverable, and readily prepared for AI-driven and self-service consumption by a wide range of stakeholders.
• • Drive BI adoption and maximize impact by partnering with CXO Program, Analytics, and Operations leaders. This includes shaping the intake process, prioritizing high-impact work, enabling stakeholders through training and support, and systematically reducing reliance on ad hoc reporting by delivering scalable, self-service solutions.
• • Act as a trusted cross-functional partner, fostering alignment among Analytics, Data Engineering, Finance, Workforce Management, and Operations teams around shared definitions, priorities, and desired outcomes.
• • This role is ideal for someone who thrives on translating complex business needs into robust, scalable, and insightful BI solutions that directly contribute to operational excellence and strategic growth.