Zillow Group is hiring a Senior Quality Insights Program Manager to be the strategic link between intelligent quality data and business transformation. You will synthesize outputs from quality data, identify trends, and translate insights into compelling stories that move stakeholders to act. This is a strategic, externally-facing role that combines quality domain expertise with business storytelling and stakeholder management.
What You'll Do
- Translate data from quality analysts, sentiment specialists, and AI monitoring systems into clear, business-ready narratives.
- Identify macro trends, recurring pain points, or areas of opportunity within customer interactions to ensure alignment between quality, training, performance management, and business priorities.
- Partner with Product, Legal, Marketing, and Ops to turn insights into experience and process improvements.
- Serve as the dedicated voice of Quality for multiple business lines and lead stakeholder meetings, QBRs, and program readouts to present quality intelligence trends and customer sentiment.
- Advocate for the customer experience using complex data and empathetic framing.
- Integrate interaction monitoring results with CSAT, social listening, reviews, and other data sources.
- Coordinate pilot programs, process audits, or policy reviews informed by QI data; and track the implementation of QI-derived initiatives and report on impact to leadership.
- Support the design and refresh of quality scorecards and evaluation frameworks.
What We're Looking For
- 3–5+ years in CX operations, quality management, or program leadership in a dynamic environment.
- Proven experience synthesizing data into actionable insights or business recommendations.
- High fluency with contact center metrics (CSAT, NPS, QA scores, escalation trends).
- Strong facilitation, presentation, and executive storytelling skills.
- Experience working cross-functionally with Ops, Product, and/or Vendor Management teams.
- Familiarity with AI-powered QA tools (NiCE, Maestro, LorisAI) and sentiment analytics.
Nice to Have
- Experience managing QA vendors or large-scale support programs.
- Background in strategic consulting, customer insights, or VoC research.
- Tableau or Looker experience is a plus.
Technical Stack
- AI-powered QA tools (NiCE, Maestro, LorisAI)
- Sentiment analytics
- Tableau or Looker
Team & Environment
You'll join the Quality Programs team, part of a pivotal stage of evolution.
Benefits & Compensation
- In CA, CT, MD, MA, NJ, NY, WA, DC: $76,200.00 - $121,800.00 annually.
- In CO, HI, IL, MN, NV, OH, RI, VT: $72,500.00 - $115,700.00 annually.
- Eligible for equity awards based on experience, performance, and location.
Work Mode
This is a remote role. 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. 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.
