Zillow Group is hiring a Senior Manager, Employee Service Center to lead the day-to-day activities and implement the strategic vision for the Employee Service Center. In this role, you will evolve employee service to meet the needs of a distributed workforce, drive operational excellence, and ensure a positive employee experience through scalable HR processes and systems at a company reimagining how people move.
What You'll Do
- Lead two managers and their teams responsible for fielding, resolving, or routing all inbound HR-related inquiries.
- Lead a Data Analyst focused on trend analysis, SLA/KPI achievement, process improvement identification, and quarterly business reviews.
- Determine and execute an international employee support strategy in partnership with International and M&A teams.
- Provide leadership and build organizational capability by developing a highly effective cross-trained team.
- Serve as primary representative for internal and external operational audits, develop corrective action plans, and provide reporting to leadership.
- Guide Employee Service programs including unemployment claims, employment verifications, and access/review of employee records.
- Drive standardization and ensure best-in-class employee experience, working with the Process Team on process improvement and automation.
- Ensure end-to-end employee lifecycle processes are designed to create a positive experience.
- 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 and support ad-hoc data/documentation requests.
- Partner with Employee Service Center Managers to ensure teams effectively use ServiceNow to track and ensure inquiry resolution, including building dashboards and reporting.
- Proactively identify and implement operational excellence and performance improvement initiatives by analyzing ServiceNow metrics and customer feedback.
- Build dashboards & reporting to enable visibility and access to information and metrics that inform People Org leadership.
What We're Looking For
- 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 regarding 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.
Technical Stack
- ServiceNow
- Workday
- Anaplan
- Google Suite
- Excel
- PowerPoint
Team & Environment
This role leads two managers and their teams (Contact Center & Data Team), plus a Data Analyst. It is part of the People Org's Employee Service Center.
Benefits & Compensation
- In CA, CT, MD, MA, NJ, NY, WA, DC: $132,400.00 - $211,600.00 annually.
- In CO, HI, IL, MN, NV, OH, RI, VT: $125,800.00 - $201,000.00 annually.
- Eligible for equity awards based on factors such as experience, performance and location.
- FORTUNE 100 Best Companies to Work For® in 2025.
- PEOPLE Companies That Care® 2025 list.
Work Mode
This is a remote position. U.S. employees may live in any of the 50 United States, with limited exceptions.
Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees.
