Zillow Group is hiring a Principal Product Manager, Customer Experience Technology to lead the vision and strategy for the technology layer powering Zillow Rentals’ customer success engine. You will define the long-term roadmap for a unified support stack, integrating platforms like Salesforce and Zendesk with AI agents to transform Support into a strategic advantage.
What You'll Do
- Architect the support vision by defining and executing a roadmap that transitions from reactive ticketing to a proactive, AI-first support model.
- Lead the strategy and implementation of AI agents and LLM-powered self-service tools to increase support deflection while maintaining high customer satisfaction.
- Own the “buy vs. build” and consolidation strategy for core platforms like Salesforce and Zendesk, ensuring seamless data and workflow integration between Sales and Support.
- Design and scale an onboarding framework that balances speed-to-live for new partners with high-quality listings and a strong end-to-end renter experience.
- Define and monitor “North Star” support metrics (e.g., cost-per-resolution, impact on customer lifetime value, AI accuracy) and deliver executive-level insights.
- Partner closely with Engineering, Data Science, and Product teams to ensure Voice of the Customer insights directly influence the product roadmap.
What We're Looking For
- Deep expertise with Salesforce and Zendesk, including integrations, configurations, and workflow best practices.
- 10+ years of product management experience with a strong focus on support products, business operations, or customer experience technology.
- Proven track record of deploying automated support solutions or AI-driven chatbots at scale, ideally in a two-sided marketplace.
- Sharp analytical and modeling skills enabling timely, data-driven recommendations and clear prioritization.
- Excellent written and verbal communication skills, with the ability to convey complex ideas concisely to diverse, senior audiences.
- Strong executive presence with demonstrated ability to lead, influence, and drive alignment without direct authority.
- Outstanding collaborator with strong organizational and time management skills, able to prioritize multiple initiatives in fast-paced environments.
- Strong consultative skills, including insight gathering, problem solving, analytics, strategy development, facilitation, and consensus building.
Nice to Have
- Experience in online marketplaces, real estate, or a similar industry.
Technical Stack
- Salesforce
- Zendesk
- AI agents
- Large Language Models (LLMs)
Team & Environment
You will work closely with cross-functional leaders including applied scientists, engineers, designers, researchers, and product managers.
Benefits & Compensation
- Compensation in California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC: $178,300.00 - $284,700.00 annually.
- Compensation in Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont: $169,300.00 - $270,500.00 annually.
- Eligible for equity awards based on factors such as experience, performance and location.
Work Mode
This is a remote position open to candidates in the United States.
Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment. 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.
