Senior Program Manager

Zillow Springfield, Oregon
senior program manager manager team people operations hr leadership zillow data remote senior manager
March 23, 2023
Zillow
Springfield, Oregon
About the team
Zillow is growing in both size and complexity as we work toward fulfilling our mission to give people the power to unlock life's next chapter. Our People Org is evolving to support this growth, and our People Operations team is seeking an experienced Senior Project Manager to evolve employee service to meet the needs of our distributed workforce at Zillow Group.
The People Operations team supports HR processes across the organization, ensuring data integrity and employee lifecycle support. In addition, they provide employee service at scale, supporting manual people transactions, ensuring compliance, and enabling digital solutions where possible. The team is full of energy and enthusiasm, driving operational excellence to ensure a meaningful and positive employee experience through end-to-end process improvement.

About the role

The Senior Program Manager, People Operations primary functions include working with People Operations leadership to identify the right initiatives, size the projects, and build playbooks and reporting mechanisms for the People Operations team to successfully execute. This role is responsible for analyzing, streamlining, and developing People Operations processes, tools, and programs. This role will partner with Product, IT, HR, Legal and other internal stakeholders to define and refine Zillow's People Operations processes, both U.S.-based and international. This role is both a hands-on strategic role that provides project leadership and supports Product and People Org partnered projects. This role is critical in project initiatives, leading change, driving functional excellence, process improvement, and transitioning new processes to partners when appropriate, while providing superior customer support.

What You'll Do:


Leadership
  • Train and mentor team members on solutions and standard process, with a focus on continuous improvement & automation
  • Participate in weekly leadership meetings with Contact Center & Data Team managers to draw out common themes and bring together actions
  • Retain ownership over and evolve the Quarterly Business Review
  • Determine and maintain a central repository to manage and track progress against our team projects
  • Create program updates across multiple leadership levels
  • Facilitate communication clearly and concisely across collaborator teams, providing transparency to turning points and needs of People Operations Programs
  • Deliver/continuously improve standardized project documentation, templates, and framework
  • Align everyone (tiered & project) and attain proactive issue resolution by simplifying sophisticated issues and conveying information to all levels of the team
  • Work collaboratively with Product Team to ensure detailed timelines and project plans are up to date
Business Process Analysis
  • Identify breaks and bottlenecks in processes and propose solutions to improve speed and scale.
  • Vet solutions with a cross functional team to implement or sunset process steps.
  • Apply a continuous improvement approach to identify ways for People Operations to eliminate wasted process steps.
  • Independently gather information from a variety of sources; to analyze, interpret, and summarize data gathered, and to deliver insights and implement improvements.
  • Facilitate problem-solving activities to define problems, assess current state root causes, design and test solutions, and implement solutions leading to desired outcomes tied to business results.
  • Act as the SME on the process flow. Partner across teams to limit defects from flowing downstream.
Project Management
  • Work on projects of high complexity and that are highly cross-functional
  • You will have ownership of critical projects, such as Workday International Implementation, for the Operations team that will help us drive toward our Shared Services vision
  • Standardize and manage our rhythm of the business (cyclical events) to increase efficiency and reduce waste
  • Consult with People Operations team managers and HR team to help identify areas of opportunity and recommend improvements as needed; eliminate duplication and provide proper support and knowledge transfer.
  • Lead day-to-day project progression while considering scope, risk, and deadlines; leverage project plans regularly and effectively communicate project expectations and timelines to team members and partners in a timely and clear fashion.
  • Own end-to-end processes and events on a project, take initiative, and use problem-solving skills to think beyond the task to the outcome that needs to be achieved; ensure all partners are aligned with clear planning and defined processes to help effectively execute the project.
  • Create and implement documentation to enable (and at times, create) SOPs, job aids, and communications material to educate and train team members and partners.


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. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

In California, Colorado, Connecticut, Nevada, New York City and Washington the standard base pay range for this role is $97,000.00 - $155,000.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Nevada, New York City and Washington 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

In this section, you will describe in bullet point form soft skills, qualities, or attributes needed for this role that are not easily measurable or definable and would not be listed under "Qualifications".
  • Strong operations background with a focus on delivering exceptional HR service
  • Detailed understanding of HR function, processes, and best practices
  • Strong analytical and problem-solving skills; ability to combine attention to detail with big picture perspective
  • Able to develop effective working relationships with various and diverse partners
  • Team player who is willing to pitch in and help wherever necessary
  • Thrives in a fast-paced environment and can operate with flexibility
  • Ability to convey information with an adaptable communication style
Qualifications
  • 4+ years of project management experience
  • 2+ years process improvement design experience
  • 3+ years experience in operational effectiveness
  • Demonstrated knowledge of data analytics with exposure to HR metrics
  • Advanced skills in Microsoft Excel and PowerPoint
Get to know us

Zillow is reimagining real estate to make it easier to unlock life's next chapter.

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