Senior Customer Intelligence Manager

About the Team

Zillow’s Frontline Product Engagement (FPE) team connects customer experience to business impact. We sit at the intersection of operations, product, and data—helping leaders understand what’s working, what’s broken, and what matters most to our customers and agents. Our mission is to reduce avoidable contacts, improve experience quality, and influence product decisions that deliver measurable value for both customers and the business.

We turn frontline insights and the voice of the customer into actionable product and experience improvements. Our work bridges Customer Experience Operations and Product teams, ensuring that customer feedback and support signals directly inform how Zillow builds and scales customer experiences.

As the Senior Customer Intelligence Manager for Frontline Product Engagement, you will build the measurement and data foundations that connect customer signals to product and operational outcomes. You’ll translate contact center and customer feedback into quantified opportunities, define how success is measured, and deliver post-launch impact analysis that shapes prioritization and investment decisions.

You will play a key role in developing Zillow’s AI-driven customer intelligence platform by partnering with Data Engineering and Data Product teams to shape data models, validate sources, and establish trusted, reusable metrics across integrated systems. You’ll bring structure to ambiguity, align stakeholders around clear definitions and tradeoffs, and communicate insights in a way that helps leaders confidently improve experience quality while reducing cost-to-serve.

• Translate contact drivers, customer feedback, and frontline insights into quantified opportunities that inform product roadmaps and CX prioritization.

• Map and measure customer journeys across channels (self-service, assisted support, product) to identify friction points, deflection opportunities, and experience improvements.

• Partner with Data Engineering and Data Product teams to develop a scalable customer intelligence data layer across systems such as Salesforce, Genesys, Gong, knowledge content, and surveys—enriched with customer, segment, and revenue context.

• Establish canonical definitions, metric specifications, and data contracts (e.g., contact rate, deflection, repeat contact, transfers, resolution) so teams operate from shared truth.

• Define measurement plans for product and CX initiatives (baselines, success metrics, attribution approach) and partner with Product/Engineering to ensure required fields and instrumentation are in place before launch.

• Validate data sources, metrics, and analytics to ensure accuracy, consistency, and executive confidence—supported by monitoring, QA checks, and clear documentation.

• Develop models, analyses, and dashboards that translate customer issues into measurable outcomes, including contact deflection, cost-to-serve reduction, experience quality, and satisfaction.

• Deliver post-launch impact readouts that explain what changed, why it changed, and what to do next—highlighting residual opportunity and tradeoffs.

• Synthesize findings into crisp, decision-ready stories and recommendations that help leaders align and act.

• Run an insights-to-action cadence with CXO and Product partners: quantify opportunity size and ROI, recommend priorities, track decisions, and report outcomes over time.

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, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $ - $ annually.

This base pay range is specific to these locations and may not be…