About the team

Manages the implementation and administration of human resources programs, policies, and procedures through a team of employee relations specialists or in a service center/HR shared-services model. Oversees teams providing responses to inquiries, questions and complaints and providing information, guidance, and direction on HR programs, processes and practices to employees and managers. Works with HR specialty areas and leadership to provide feedback and implementation support for the development of new programs and processes. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

About the role

Zillow is growing in both size and complexity as we work toward fulfilling our mission to give people the power to unlock life’s next chapter. Our People Org is evolving to support this growth, and our People Operations team is seeking an

experienced Senior Manager to evolve employee service to meet the needs of our distributed workforce at Zillow Group.

The People Operations team supports HR processes across the organization,

ensuring data integrity and compliance, supporting manual transactions, and

collaborating with People Product to enable digital solutions to scale employee lifecycle service at Zillow. The team is full of energy and enthusiasm to deliver end-to-end process improvement and drive operational excellence to ensure a

positive employee experience. We are on a mission to design and implement people

processes and practices that are scalable for our growing business.

The Senior Manager, People Operations is someone who is both hands-on and strategic to help run the day-to-day activities of People Operations as well as

implement the vision for our strategy. This includes, but is not limited to,

integrating standard processes & trends, supporting tools (Service Now, Workday, etc.), and collaborating with the People Operations Programs Team to scale the HR systems and processes required to support Zillow Group. The ideal candidate will partner with leaders across the organization and look for ways to innovate and automate for increased efficiency and a better team member experience.

Leadership

• Lead two managers and their teams (Contact Center & Data Team) who are responsible for delivering a customer-centric approach to fielding, resolving, or routing all inbound HR-related inquiries coming from current and prospective Zillow Group employees.

• Provide leadership and build organizational capability within the function by developing a highly effective cross-trained team.

• Provide guidance to partners at all levels on People Operations policies, procedures, and standard processes.

• Serve as primary representative for internal and external operational audits, develop corrective action plans, and provide reporting to leadership.

• Guide People Operations programs including unemployment claims, employment verifications, and access/review of employee records.

• Maintain discretion with regard to the handling of confidential information and requests.

• Provide input and ensure that customers are aware of clear service level standards that define expectations and create accountability for delivering enhanced value through People Operations Services.

• Build strong operational excellence capabilities on the team by mentoring and developing the team to challenge the status quo and formulate thoughtful recommendations as needed.

Customer Service & Standardization

• Drive standardization and ensure best-in-class employee experience, and work with the Programs Team on process improvement and automation.

• Ensure the end-to-end employee lifecycle processes are designed to create a positive experience (new hire processing, on-boarding and integration, terminations, and maintenance of employee records).

• Ensure the team creates and maintains accurate process documentation, workflows, and knowledge base library/resources.

• Ensure Zillow Group maintains all legally required documentation templates for notable HR events, such as separation agreements, termination paperwork, job changes, etc.; and support all ad-hoc data and documentation requests.

• Actively participate as a working manager to cultivate a customer service focus throughout the organization.

Metrics & Reporting

• Partner with People Operations Managers to ensure their teams are effectively using Service Now to track and ensure inquiry resolution, including building dashboards, metrics, and reporting.

• Proactively identify and implement continued operational excellence and performance improvement initiatives by analyzing ServiceNow metrics (Service Level Agreements and Key Performance Indicators) and customer feedback.

• Build dashboards & reporting to enable visibility and access to information and metrics that inform People Org leadership.

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. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

In Colorado, Connecticut, Nevada and New York City the standard base pay range for this role is $117,800.00 - $188,200.00 Annually. This base pay range is specific to Colorado, Connecticut, Nevada and New York City and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

• Experience with process improvement methodology and a consistent track record of increasing effectiveness and/or efficiency of a business process

• Ability to bring cross-functional teams together to create successful outcomes that align people, process and technology to achieve business integration

Qualifications

• 7+ years leading mid-sized HR teams and developing junior leaders

• 5+ years designing and implementing scalable, self-service processes in an operations/HR role re: people operations, employee service or shared services

• Previous role building the employee service/resource center for an organization of 5k+ employees, ideally with a variety of employee types across corporate & field

• Examples of implementing standards for operational excellence

• Experience leading broad/cross-functional organizational change efforts

• Experiences supporting shared services teams using Workday, ServiceNow, Anaplan (or other HRIS, ticketing, and headcount planning systems)

• Proficient in Google Suite, Excel, PowerPoint and project/program management tools

Get to know us

Zillow is reimagining real estate to make it easier to unlock life’s next chapter.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do is helping people move from dreaming to transacting — and no matter what job you're in, you will play a critical role in making this vision a reality.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For in 2022 list, Glassdoor Employees’ Choice Award, honoring the Best Places to Work in 2022, Bloomberg Gender-Equality Index 2022, Human Rights Campaign (HRC) Corporate Equity Index and Best Place to Work for LGBTQ Equality 2022, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact us at RecruitingAccessibility@zillowgroup.com.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.