WFM Command Center经理

At Zillow, we’re reimagining real estate to make it easier to unlock life’s next chapter. Our Customer Experience (CX) Operations team is a critical part of that journey—supporting customers and partners at key moments with speed, care, and expertise. As a Manager, WFM Command Center, you will be part of the team at the center of how we deliver in real time. We monitor performance, respond to changing demand, and partner across teams to ensure a seamless, reliable customer experience every day.

Minimum: 3+ years of experience in contact center operations, workforce management, or related field; 2+ years of experience leading people or teams; experience managing real-time/intraday performance (service levels, adherence, occupancy, etc.); strong analytical and problem-solving skills; familiarity with WFM tools (e.g., Aspect, NICE, Verint, Genesys). Preferred: Experience with routing and reporting in ACD/CRM platforms (e.g., Genesys, Salesforce, Zendesk); experience leading a command center or real-time operations function; experience working cross-functionally with operations and planning teams; track record of driving process improvements or operational performance.

Competitive base salary; eligibility for equity awards based on factors such as experience, performance and location; no minimum wage below the salary threshold for exempt employees in the state where they reside.

Zillow is the most-visited real estate platform in the U.S., helping customers navigate buying, selling, financing and renting with greater ease and confidence. We help more people make home a reality and are committed to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.