Zillow
Director, Workforce Planning
$135K–$228K
Remote-USA · Remote · Director · Full-time · Posted Oct 15, 2026
- Experience
- 10+ years, including 5+ years in a people leadership role.
- Education
- Bachelor’s degree in Business, Operations Management, Mathematics, Statistics, Finance, Industrial Engineering, or a related field.
About the job
Leads enterprise workforce planning for Zillow’s customer-facing contact center operations, aligning forecasting, staffing, scheduling, and real-time performance with business and customer experience goals.
What you'll do
- Set workforce management strategy and oversee long-range forecasting, capacity planning, hiring plans, and budget inputs.
- Lead workforce management teams and establish policies, frameworks, and KPIs across forecasting, scheduling, and real-time operations.
- Partner with senior stakeholders to improve performance and guide workforce tools and technology, including AI.
What they ask for
- Bachelor’s degree in a related field.
- 10+ years of experience in workforce management, contact center operations, or a closely related field, including 5+ years in a people leadership role.
- Experience owning enterprise or large-scale workforce planning, forecasting, and scheduling in high-volume, multi-channel environments, including BPO vendor partners.
- Working knowledge of WFM platforms such as Aspect, Genesys, or NICE, and related telephony or CRM tools.
Pay
$142,500.00 - $227,600.00 annually (base salary); $135,400.00 - $216,200.00 annually (base salary)
Tools
Aspect, Genesys, NICE, telephony, CRM
AI focus
Champions the roadmap for workforce management tools and technology, including AI.
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