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Industry Operations Consultant



United States · Remote
Posted on Tuesday, August 22, 2023

About the team

The Industry Operations team is dedicated to providing technical support to all of our industry partners, including Multiple Listing Services (MLS’s) and Brokers. We are part of everything related to listing data, from the initial setup to ongoing maintenance of data feeds and collaborate with internal teams throughout the company to help make sure our listing data is up to date. We’re passionate about providing great support to all partners, both internal and external.

About the role

As an Industry Operations Consultant, you’ll be responsible for investigating listing data quality issues and finding improvements, monitoring reports of data feed errors & upcoming maintenance, providing support for all data feeds that power Zillow Group and supporting our performance reporting API. You’ll work directly with MLS’s and data providers to troubleshoot and resolve issues. You’ll also handle escalated issues from internal teams across the company.

You Will Get To:

  • Conduct in-depth investigations to identify potential data quality issues.

  • Work with Industry Operations Analyst team to implement updates to listing data to improve data quality and coverage.

  • Facilitate the creation and set up of new data feeds (IDX, VOW, back office, rentals, dotloop, etc.).

  • Maintain a strong working relationship with MLS’s, helping to resolve data issues or answer questions in a timely fashion. You’ll work daily with both MLS staff and tech support teams.

  • Have a strong understanding of Zillow features and functionality and be able to use provided tools to investigate listing and data feed issues.

  • Monitor reports of feed errors and work directly with Industry Operations Analysts and Engineering teams to resolve.

  • Handle escalated data issues from front facing support teams including troubleshooting, identification of root cause and issue resolution.

  • Triage bug reports from the team and work with the appropriate Product or Engineering teams to resolve.

  • Provide support for Zillow Reporting API.

  • Maintain Brokerage feeds and work with feed providers and Brokerage technical support on feed issues and updates.

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 $22.70 - $36.30 Hourly. 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

  • Excellent problem solver able to identify, analyze and recommend solutions to complex and ambiguous problems.

  • Strong analytical skills with the ability to manipulate, analyze, and interpret large datasets.

  • Excellent communication and interpersonal skills; able to effectively communicate technical issues with all stakeholders (internal and external).

  • You thrive in a fluid, fast-paced environment; able to adapt to changing processes and business needs.

  • Self-motivated and able to manage multiple, competing priorities.

  • Committed to resolving our partner’s issues while maintaining a high level of professionalism, customer service, and attention to detail.

  • Minimum two years experience in a customer service or communications role.

  • Experience with Salesforce or other CRM software.

  • Experience with Zendesk, JIRA, or other Help Desk platforms.

  • Experience with XML.

  • Experience with Microsoft SQL Server Management Studio.

  • 4-year degree or equivalent experience preferred.

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

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 us at RecruitingAccessibility@zillowgroup.com.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.