Principal Business Intelligence Manager

About the Team

Zillow Group's Customer Experience Operations Business Intelligence & Analytics team builds the trusted data foundation behind how we understand, measure, and improve the customer experience. We connect operational, customer, workforce, financial, product, and support signals into governed data products and analytics that power leadership decisions, operational performance, customer intelligence, self‑service analytics, and AI‑enabled experiences. By providing consistent definitions, reusable data products, trusted metrics, and scalable semantic logic, we enable teams to rely on a single source of truth.

This senior individual‑contributor role leads the technical and data‑product direction for Zillow’s governed layer behind the customer‑experience organization. As Principal Business Intelligence Manager, you will shape the architecture, standards, and data‑product strategy that make our intelligence scalable, trustworthy, and reusable across multiple systems, business lines, and support channels.

• Own the target‑state architecture, semantic‑layer strategy, taxonomy and definition standards, cross‑system identity and linkage strategy, and reusable data‑product patterns.
• Design reusable semantic‑layer and metrics‑as‑code patterns that enable governed metrics, dimensions, and business logic across Tableau, Databricks, self‑service, conversational analytics, and AI workflows.
• Drive alignment on metric definitions, taxonomy standards, source‑of‑truth expectations, data‑product certification, and cross‑system identity strategy across business lines, partner teams, and leadership.
• Lead cross‑organizational data initiatives tied to company strategy, customer‑experience priorities, AI enablement, and multi‑year roadmap planning, including build‑versus‑buy recommendations for analytics tooling and governance systems.
• Partner with Data Engineering, Product Analytics, and central data‑platform teams on implementation patterns, ownership, and production pipeline delivery.
• Set quality, monitoring, documentation, and reliability expectations for critical data products and reporting surfaces, reducing dependence on individual experts and ensuring early issue detection.
• Mentor senior Business Intelligence Managers, analysts, and analytics engineers, shaping technical standards, reusable patterns, and strategic direction across the organization.

• 10+ years in data architecture, enterprise data modeling, analytics engineering, or business intelligence data‑product leadership, including principal‑ or staff‑level ownership.
• Expert SQL and data modeling, with experience designing architectures spanning multiple business domains, source systems, grains, and consumption patterns.
• Deep expertise in semantic‑layer design, metrics‑as‑code patterns, metric‑definition governance, reusable dimensional modeling, and data governance at organizational scale.
• Strong grasp of how AI systems, natural‑language query experiences, and machine‑learning workflows consume structured, governed data.
• Experience owning or heavily shaping taxonomy, source‑of‑truth, identity resolution, or semantic governance standards across competing stakeholders.
• Experience evaluating, adopting, or influencing organization‑wide analytics‑engineering tooling such as Databricks, dbt, Snowflake, semantic‑layer platforms, or Tableau.
• Excellent communication and partner‑management skills with a proven ability to gain alignment across product, engineering, analytics, finance, sales, operations, and executive stakeholders.
• Hands‑on individual‑contributor style with strong technical depth, credibility, and influence, accompanied by the ability to make judgment calls and facilitate cross‑functional decisions.

• Experience in a customer experience, customer support, operations, marketplace, or multi‑product customer‑journey data domain.
• Experience reconciling competing sources of truth, such as workforce or HR systems versus operational systems.
• Experience partnering with or working inside a central data platform, product analytics, or data engineering organization.
• Familiarity with making data…