Senior Manager, Preferred

About the role

The Zillow Preferred team partners with top real estate professionals to help them deliver outstanding experiences for home shoppers through a combination of strong partnership, operational excellence, and differentiated Zillow products. Today, that means more than simply supporting partners through a high-touch human model. It means building the next generation of partner success: AI-powered where it should be, human-led where it matters most, and always grounded in customer outcomes. We are evolving toward a more scalable support model inside Preferred-one that combines self-service, proactive monitoring, AI-guided support, and human-in-the-loop intervention to help more partners succeed without sacrificing quality, trust, or growth. The Senior Manager, Preferred (M4) is a senior frontline leadership role responsible for leading a team of Growth Specialists through the next evolution of Zillow Preferred's partner support and growth model. This leader will help translate Zillow's AI-enabled service strategy into clear frontline execution, scalable operating mechanisms, strong coaching practices, and measurable partner outcomes. You will contribute to strategy, execute operating mechanisms, lead through change, and partner cross-functionally to build the systems, workflows, guardrails, and talent needed to scale a new support model across Zillow Preferred. The right person will be comfortable discussing partner experience, organizational design, escalation triggers, operating metrics, and leadership capability. You will help define when AI should handle the work, when humans should step in, and how to continuously improve the model over time.

Responsibilities

• Operationalize AI powered partner support strategy
• Help refine and evolve the strategy for a scalable AI-powered, human-in-the-loop support model for Zillow Preferred partners, balancing growth, experience, quality, and cost to serve.
• Translate company and segment strategy into clear workflows, team expectations, coaching practices, and cross-functional routines that help Growth Specialists, managers, AI tooling, and partners work together to drive partner outcomes.
• Help move the organization from recurring bespoke servicing motions toward product-led, trigger-based, and insight-driven engagement models while preserving trust and strategic human judgment.
• Lead a high impact team through transformation
• Lead and develop a team of Growth Specialists, setting a high bar for judgment, accountability, coaching quality, and customer impact.
• Build an organization that learns how to operate effectively in a tech-enabled environment-where teams use AI, signals, and workflows to prioritize work, but apply human judgment to nuanced, high-stakes, or ambiguous situations.
• Recruit, coach, and retain high performing talent who can develop others, operate with resilience in ambiguity, and reinforce a culture of innovation, inclusion, ownership, and high performance.
• Build and run the operating system for scale
• Establish the operating cadences, performance reviews, escalation paths, quality mechanisms, and inspection rhythms that make this support model measurable, repeatable, and scalable.
• Apply clear rules for when human review or intervention is required, and ensure the team is trained on real workflows rather than generic AI concepts.
• Use leading indicators, alerts, and partner health signals to prioritize where the team should intervene, and ensure interventions are timely, strategic, and tied to measurable outcomes.
• Drive partner success and growth through the team
• Ensure your organization helps partners adopt Zillow tools, improve operational performance, and grow in ways that benefit both the partner and the customer experience.
• Coach leaders and specialists to turn data into clear action plans, reinforce durable behavior change, and step in effectively when partners are stuck, off-track, or at risk.
• Serve as a senior escalation point for sensitive or high-impact partner situations that require executive judgment, strategic tradeoffs, or cross-functional orchestration.
• Partner cross-functionally to build what's next
• Bring frontline insights into product and operations discussions so Zillow continues to improve AI quality, self-service journeys, escalation design, and partner experience.
• Influence senior stakeholders on tradeoffs, sequencing, investment priorities, and what should scale across the broader Preferred organization.
• Act as a leader of the business
• Connect partner support outcomes to broader Zillow business goals including growth, retention, adoption, attach, and long-term marketplace health.
• Identify systemic issues early, make principled decisions in ambiguity, and shape solutions beyond your immediate org.
• Represent this emerging model in leadership forums, helping Zillow define what a modern, AI-enabled organization should look like.
• This role has been categorized as a Field position. "Field" employ

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