Zillow Remote Process Improvement Consultant
September 17, 2024
About the team
The Rentals Support Team is obsessed with revolutionizing the way renters find their new home. We bring Rentals initiatives to life and keep them generating revenue. We operate in a strong team oriented environment, and while we have individual goals, we work together to provide the BEST client experience in the industry. We roll up our sleeves, dig in and get work done. We are a dedicated team working together to create and launch innovative products and services at a rapid pace.
The Department: Zillow has streamlined the way people search, tour, apply and pay rent for leased properties. Our Rentals listings offer customers a variety of property types, from large-scale multifamily complexes, to unique, single family homes. Simultaneously, we provide our valued partners with a complete set of digital tools to help them market their properties, identify prospective tenants, sign a lease and collect payments -- delivering a complete end-to-end online experience.
As we continue to grow, we need your expertise! We are seeking a Process Improvement Consultant with a strong background in customer service improvement, data analysis, process improvement, product readiness management, and product support.
About the role
The Process Improvement Consultant will use data-driven insights to address business challenges and enhance both internal and external partner experiences. In this hands-on role, you will lead initiatives related to capacity planning, workforce forecasting, and important operational metrics to drive efficiency, optimize resourcing, and improve service levels. This role will bridge the gap between day-to-day operations and pivotal initiatives by collaborating with teams in Operations, Business Growth, Product Strategy, Engineering, Sales, and Marketing.
Your primary focus will be on activities that keep the Rentals organization moving forward, especially those that fall between the normal operations of other departments. By partnering with cross-functional teams, you’ll influence the development and delivery of support programs and operational processes. You’ll also drive the automation of manual processes, find opportunities for increased efficiency, and communicate needs to product and engineering teams to prioritize in their backlog. The ultimate goal is to ensure that support, onboarding, and operations teams are equipped to better serve clients and improve overall business outcomes.
You Will Get To:
- Pursue a deep understanding of Zillow Rentals business goals, support strategy, and content development in alignment with our partner and prospect journey
- Own capacity planning and forecasting, ensuring staffing and resource allocation decisions are aligned with operational needs and business goals.
- Integrate important operational metrics and performance data into workforce strategies, ensuring that performance is not only efficient but also aligned with quality expectations and customer satisfaction.
- Develop both short- and long-term forecasts for staffing needs, taking into account real-time capacity, growth projections, and service level targets.
- Lead initiatives to optimize operational processes, staffing models, and schedule designs to reduce costs while maintaining or exceeding performance and quality goals.
- Work cross-functionally with product, engineering, and shared services teams to ensure alignment with broader company initiatives, while maintaining the flexibility to tailor solutions to our unique needs.
- Present key insights and recommendations to senior leadership, translating sophisticated data and forecasts into actionable strategies that improve workforce efficiency and operational performance.
- Drive continuous improvement by finding opportunities for operational efficiency, ensuring that staffing and process decisions are supported by both real-time and predictive data analysis.
- Continually evaluate solutions and platforms for efficacy, quality, business impact and scalability
This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work 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.
In California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $81,600.00 - $130,400.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.
In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.
Who you are
- Workforce Planning Authority with Frontline Contact Center Experience: You bring 3-5 years of experience in workforce management, including forecasting, scheduling, and resource planning within a contact center. Importantly, you’ve spent at least two years as a frontline representative or leader, giving you a unique perspective on the challenges faced by the teams you support.
- Data-Driven Problem Solver: You have a curiosity about analyzing sophisticated data, identifying trends, and delivering actionable insights. Whether it’s optimizing schedules or solving operational bottlenecks, you use data to drive strategic decisions and improve efficiency.
- Collaborative and Client-Centric: You thrive in collaborative environments, working cross-functionally with teams like product, engineering, and operations to align workforce strategies with broader business objectives. You are passionate about service and aim to provide the best support for internal and external clients.
- Strong Communicator: You can explain technical or sophisticated concepts clearly and effectively to various audiences, from non-technical team members to senior leadership, ensuring everyone is aligned and advised.
- Adaptable and Eager to Grow: You adopt change in fast-paced environments, constantly seeking opportunities to learn new skills and improve processes.
Qualifications
- 3-5 years proven ability in workforce management, including contact center forecasting, scheduling, and capacity planning (Calabrio experience preferred).
- At least 2 years of frontline representative or leadership experience in a remote contact center environment.
- Strong technical proficiency with reporting tools such as Excel (pivot tables, formulas), Tableau, or other BI tools.
- Experience working cross-functionally with teams in product, engineering, and operations to drive strategic improvements.
- Proven ability to analyze performance data and make recommendations for optimizing efficiency, staffing, and service levels.
- Intermediate knowledge of customer service platforms like Salesforce, Zendesk, or similar systems.
- Excellent verbal and written communication skills.
- Bachelor’s degree or equivalent experience
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