Senior Workforce Planning and Operations Manager

About the role

Analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis. Creates schedules and provides regular reports to management on workload and workforce. Works with Finance to maintain budget accuracy and improve forecast capabilities. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs. Match here if the position is a workforce analyst for call or service center environment. Employees whose responsibility encompasses the analysis, planning and monitoring of strategic company-wide workforce planning initiatives may match to Workforce Planning focus. Zillow Group is a strategic, mission-driven organization focused on delivering exceptional experiences and measurable outcomes. Our work spans cross-functional partnership, scalable programs and operational excellence in support of Zillow's mission. We bring deep experience working across diverse teams in a dynamic, high-growth environment, balancing strategic thinking with hands-on execution to drive meaningful business impact. We are seeking an experienced professional to support our workforce expansion in India. As part of Zillow Home Loans, this role will build and own workforce management operations for a growing, operationally complex business. The role is designed for someone who can create structure from ambiguity, establish scalable operating rhythms, and drive coverage, scheduling, adherence, and cross-functional execution from the ground up. This person will serve as a key operator across Workforce Management and broader Engagement Strategy & Operations priorities, helping ensure teams are staffed, aligned, and operationally ready. They will partner closely with Sales Ops, Product, Technology, Operations, Analytics, and leadership to solve coverage gaps, improve visibility, and build repeatable processes that scale with the business. This role will require strong ownership, comfort with frequent meetings and stakeholder forums, and the ability to work effectively in a PST-aligned schedule from India. This role has been categorized as an Office position. "Office" employees regularly work at the Zillow India office for approximately 80 to 100 percent of their time each month. Employees must live within a reasonable commuting distance of the office. Zillow has not defined a reasonable distance, and expects employees will use judgment in determining this for themselves and understand the implications re: time commitment and cost of daily commute. In addition to a competitive base pay, employees in this role are eligible for incentive compensation subject to applicable laws and relevant Zillow policies. Actual amounts will vary depending on experience, performance and location.

Requirements

• Strong experience in workforce management, workforce operations, capacity planning, scheduling, service delivery, or related operational functions.
• Demonstrated ability to build a function, process, or operating model from the ground up in a fast-changing environment.
• Proven ownership mindset with the ability to independently drive work, make decisions, and follow through on complex operational priorities.
• Strong stakeholder management and communication skills, with experience working across leadership, frontline teams, and cross-functional partners.
• Ability to navigate ambiguity, solve problems in real time, and translate broad business needs into structured processes and routines.
• Comfort operating in a meeting-heavy environment, facilitating forums, and driving alignment across multiple teams and priorities.
• Strong analytical and operational thinking, including the ability to interpret trends, manage competing priorities, and recommend improvements.
• Ability to work effectively in a PST time zone and collaborate across geographies and time zones.
• Get to know us
• At Zillow, we're reimagining how people move-through the real estate market and through their careers.
• Whether you're working in tech, operations, or shared services, you'll collaborate with global partners to solve meaningful problems and help more people make home a reality.
• Zillow is honored to be recognized among the best workplaces in the U.S.. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting

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