Zillow Group is seeking an experienced strategist to lead innovation in contact center operations and customer experience. The ideal candidate will possess extensive experience driving enhancements in customer experiences across B2C and B2B products while reducing costs. Ideally through interaction elimination, simplification, process improvements, and automation efforts. Responsibilities include evaluating current CX and support models and developing plans to enhance customer experience and optimize effectiveness through labor model enhancements.
The successful candidate will be analytical, articulate, and collaborative, excelling in a high-performance, fast-paced, and dynamic environment. Zillow Group is looking for candidates with high integrity, intelligence, and initiative.
Collaboration with Customer Insights, Finance, Data Science & Analytics, Program & Product, Marketing, and frontline leadership teams is crucial for implementing and supporting new business initiatives, fostering product innovation, and driving operational improvements in alignment with ZG's scaling objectives.