Director, Workforce Planning

Overview

Lead the strategy, planning, and execution of enterprise workforce management for Zillow's customer-facing operations, ensuring the right people are in the right place at the right time. This is a leader-of-leaders role across contact center environments.

What you'll do

• Set the enterprise workforce management strategy for contact center operations, aligning capacity planning, staffing, and service level targets with business objectives and customer experience goals.
• Lead long-range and annual workforce planning, including demand forecasting, hiring plans, and budget inputs across sites, lines of business, and channels.
• Design and govern standardized WFM policies, frameworks, and KPIs (e.g., forecast accuracy, schedule adherence, occupancy, service levels).
• Oversee the workforce management operating model and teams, including forecasting, scheduling, and real-time management, providing leadership, coaching, and development to team leaders and analysts.
• Partner with Operations, Sales, Finance, HR, and vendor partners to align staffing strategies with volume trends, productivity goals, and workforce initiatives.
• Champion the roadmap for WFM tools and technology, including AI, working with Product, Engineering, and vendor partners on workforce management systems, telephony routing, and reporting.
• Drive continuous improvement initiatives that enhance forecast accuracy, schedule efficiency, shrinkage management, and intraday execution.
• Provide executive-level insights and recommendations through storytelling, dashboards, and operational reviews, highlighting risks, opportunities, and trade-offs.

What you'll need

• Bachelor's degree in Business, Operations Management, Mathematics, Statistics, Finance, Industrial Engineering, or a related field.
• 10+ years of experience in workforce management, contact center operations, or a closely related field.
• 5+ years in a people leadership role leading multi-function teams.
• Demonstrated experience owning enterprise or large-scale workforce planning, forecasting, and scheduling for high-volume, multi-channel environments (e.g., service or support), including BPO vendor partners.
• Proven success using data and analytics to diagnose performance drivers, improve forecast accuracy, and optimize staffing, productivity, and customer or sales outcomes.
• Track record of influencing senior leaders and cross-functional partners with clear, data-driven recommendations in a fast-paced, high-growth environment.
• Working knowledge of WFM platforms such as Aspect, Genesys, or NICE, and related telephony or CRM tools.

Details

• Remote position; employee works from a physical location of their choice, which must be identified to the Company.
• U.S. employees may live in any of the 50 United States, with limited exceptions.
• Base pay: $142,500–$227,600 annually in CA, CT, MD, MA, NJ, NY, WA, and Washington DC; $135,400–$216,200 annually in CO, HI, IL, ME, MN, NV, OH, RI, VT, and VA. Eligible for equity awards.