Program Manager, Business Operations (Go-to-Market & Training)

About the team

Zillow Home Loans (ZHL) provides customers with a streamlined option for their home financing needs. By utilizing Zillow's home-buying expertise and cutting-edge technology, we’re working to create an easier, smoother ‘check-out’ experience for real-estate transactions.

The Business Operations (“BizOps”) team serves as the central nervous system of ZHL, responsible for defining and delivering ZHL’s next phase of evolution and growth. This team focuses on our most critical and strategic cross-company projects, ranging from overall company strategy to owning key strategic projects in partnership with senior-most leaders across Zillow Group.

About the role

The Program Manager, Business Operations (Go-to-Market & Training) will own the rollout process and drive  adoption of revenue-critical product features across Zillow Home Loans’ team of Loan Officers for our Digital and Premier Agent business. The focus of this role will be to help ZHL grow by launching and driving adoption for new product features internally, developing new operational processes, innovating our go to market strategy, and fostering relationships aided by product. The role requires someone who has a strong track record of project execution, is a great communicator, approaches problems in a structured manner, is comfortable with working with data and navigating ambiguity and working with data.  You will tackle a variety of unstructured challenges, diving into a wide array of problems that drive impact for ZHL across sales, business operations, product, go-to-market, and analytics. 

You Will Get To:

• Communication: Act as a liaison between product development, marketing, and sales teams to ensure alignment and clear communication across departments.

• Sales Training & Content Creation: Partner with marketing and sales to develop and deliver comprehensive training programs and product demos for sales teams, ensuring they are well-versed in product features, benefits, and competitive advantages.

• Sales Support: Provide ongoing support to sales teams through regular coaching, troubleshooting, and making necessary adjustments to enablement strategies.

• Feedback Loop: Gather and analyze feedback from sales teams and data trends to continuously refine and improve training materials and strategies.

• Drive ongoing adoption: Ensure that sales teams are proficient with CRM systems, sales enablement platforms, and other technologies to streamline processes and enhance productivity.

• Performance Metrics: Build and improve processes around measuring the effectiveness of go-to-market initiatives and sales enablement programs.

• Process improvement & launch playbooks: Own and optimize the end-to-end GTM process, including: launch checklists, partnering on internal communications, driving initial and ongoing adoption, and assessing adoption trends and impacts

• Change & Stakeholder Management: Stand up change-management playbooks (RACI, comms cadences, FAQ bank) so every release has a standard “Day 0, Day 30, Day 90” plans

• Voice of the Customer: Understand sales team needs and how that relates to training and adoption

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Colorado, Connecticut, Hawaii, Maryland, Massachusetts, Nevada, New Jersey, New York, Vermont, Washington state, and Washington DC the standard base pay range for this role is $105,100.00 - $167,900.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Maryland, Massachusetts, Nevada, New Jersey, New York, Vermont, Washington state, and Washington DC and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

• 4-7 years of relevant experience

• Launch Enabler: You’ve driven product or process rollouts in fast-growing fintech, SaaS, or consulting settings and owned the full enablement arc - from storyboard to post-launch analytics.

• Instructional Design: Comfortable building live workshops, training videos and/or lesson modules that make complex features click

• Change manager: you’ve steered teams through new tools or workflows, standing up RACIs, comms cadences and plans that hit adoption targets.

• Data-forward operator: Excel/Tableau is second nature; you translate funnel data into dashboards, insights, and concrete next steps. SQL experience a plus.

• First-principles thinker: You question default paths, design lean experiments, and iterate quickly based on signal, not noise

• Ability to influence: Crisp decks, concise Slack updates, and a consultative style let you align Product, Ops, and Sales leaders to a single plan of record.

• Project-management toolbox: Juggle multiple launches, manage detailed project plans, and keep cross-functional stakeholders on time and accountable.

• Adaptable and used to working in dynamic and ambiguous environments. Consulting, startup or high growth company experience heavily preferred, FinTech or mortgage experience a bonus

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.