Zillow · 6 hours ago
Senior Quality Insights Program Manager
United States
Full-time
Remote
Mid, Senior Level
$76K/yr - $122K/yr
3+ years expZillow is a leading real estate platform in the U.S., and they are seeking a Senior Quality Insights Program Manager to bridge the gap between intelligent QA data and business transformation. This role involves translating quality data into actionable insights, driving systemic improvements, and advocating for customer experience across multiple business lines.
MarketplaceOnline PortalsPropTechReal Estate
Responsibilities
Translate data from quality analysts, sentiment specialists, and AI monitoring systems into clear, business-ready narratives
Identify macro trends, recurring pain points, or areas of opportunity within customer interactions to ensure alignment between quality, training, performance management, and business priorities
Partner with Product, Legal, Marketing, and Ops to turn insights into experience and process improvements
Serve as the dedicated voice of Quality for multiple business lines and lead stakeholder meetings, QBRs, and program readouts to present quality intelligence trends and customer sentiment
Advocate for the customer experience using complex data and empathetic framing
Integrate interaction monitoring results with CSAT, social listening, reviews, and other data sources
Coordinate pilot programs, process audits, or policy reviews informed by QI data; and track the implementation of QI-derived initiatives and report on impact to leadership
Support the design and refresh of quality scorecards and evaluation frameworks
Qualification
Required
3–5+ years in CX operations, quality management, or program leadership in a dynamic environment
Proven experience synthesizing data into actionable insights or business recommendations
High fluency with contact center metrics (CSAT, NPS, QA scores, escalation trends)
Strong facilitation, presentation, and executive storytelling skills
Experience working cross-functionally with Ops, Product, and/or Vendor Management teams
Familiarity with AI-powered QA tools (NiCE, Maestro, and LorisAI) and sentiment analytics
Preferred
Experience managing QA vendors or large-scale support programs
Background in strategic consulting, customer insights, or VoC research
Tableau or Looker experience is a plus
Benefits
Equity awards based on factors such as experience, performance and location
Company
Zillow
Zillow is an online real estate marketplace for finding and sharing information about homes, real estate, and mortgages. It is a sub-organization of Zillow Group.
5001-10000 employees
H1B Sponsorship
Zillow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (179)
2024 (150)
2023 (171)
2022 (256)
2021 (239)
2020 (195)
Funding
Current Stage
Public CompanyTotal Funding
$96.63MKey Investors
Legg MasonPAR Capital ManagementBenchmark,TCV
2016-08-01Post Ipo Equity
2014-04-01Post Ipo Equity
2012-12-12Post Ipo Equity· $4.13M
Leadership Team
Lloyd Frink
Co-Founder & Co-Executive Chair
Rich Barton
Co-founder and Co-Executive Chair
Recent News
2026-02-06
2026-02-06
Company data provided by crunchbase