Principal Product Manager, Customer Experience Technology

About the teamZillow Rentals is building a best-in-class, vertically integrated marketplace that connects renters with property owners and managers, making it easier to move from one home to the next—from large-scale multifamily communities to single-family homes.
We provide advertising solutions and a complete set of digital tools that help partners market their properties, identify prospective tenants, sign leases, and collect payments, delivering a streamlined end-to-end online experience.
This is a high-growth, high-priority area for Zillow and an opportunity to drive meaningful impact and outcomes.
Our team includes applied scientists, engineers, designers, researchers, and product managers who work closely with teams across Zillow to deliver trusted, tailored experiences for millions of customers.

About the role

As the Principal Product Manager of Customer Experience Technology you will lead the vision and strategy for the technology and intelligence layer that powers Zillow Rentals’ customer success engine.

You will define the long-term roadmap for a unified support stack that brings together industry-leading platforms like Salesforce and Zendesk with AI agents and large language model (LLM)–powered experiences.

This is a high-impact leadership role focused on turning Support into a strategic advantage by driving significant operational efficiency and outstanding partner satisfaction, in close collaboration with cross-functional leaders. 

In this role you will: 

• Architect the Support vision by defining and executing a roadmap that transitions Zillow Rentals from reactive ticketing to a proactive, AI-first support model.

• Lead the strategy and implementation of AI agents and LLM-powered self-service tools to increase support deflection while maintaining high customer satisfaction (CSAT) scores.

• Own the “buy vs. build” and consolidation strategy for core platforms such as Salesforce and Zendesk, ensuring seamless data and workflow integration between Sales and Support.

• Design and scale an onboarding framework that balances speed-to-live for new partners with high-quality listings and a strong end-to-end renter experience.

• Define and monitor “North Star” support metrics (for example, cost-per-resolution, support impact on customer lifetime value (LTV), and AI accuracy) and deliver clear, executive-level insights to senior leadership.

• Partner closely with Engineering, Data Science, and Product teams so Voice of the Customer insights from Support directly influence the Zillow Rentals product roadmap. 

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, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $178,300.00 - $284,700.00 annually. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $169,300.00 - $270,500.00 annually. The base pay range is specific to these locations 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. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

• Deep expertise with Salesforce and Zendesk, including integrations, configurations, and workflow best practices.

• 10+ years of product management experience with a strong focus on support products, business operations, or customer experience (CX) technology, or equivalent experience leading complex CX platforms.

• Proven track record of deploying automated support solutions or AI-driven chatbots at scale, ideally in a two-sided marketplace serving both renters and partners.

• Sharp analytical and modeling skills that enable timely, data-driven recommendations and clear prioritization across multiple high-impact workstreams.

• Excellent written and verbal communication skills, including the ability to convey complex ideas concisely to diverse, senior audiences.

• Strong executive presence with a demonstrated ability to lead, influence, and drive alignment without direct authority.

• Outstanding collaborator with strong organizational and time management skills, able to prioritize multiple initiatives and deliver results in fast-paced environments.

• Strong consultative skills, including insight gathering, problem solving, analytics, strategy development, facilitation, and consensus building.

• Experience in online marketplaces, real estate, or a similar industry is a plus.

• Here at Zillow, we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.

Get to know us

At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.