About the team

The CC Ops Enablement team supports the Zillow mission to help our customers unlock life’s next chapter through training & coaching programs dedicated to up leveling our frontline and leadership teams. In this way, we are central to the customer experience, helping to drive excellence by making it easier to be an employee and ultimately easier to deliver a 5-star experience every time, to every customer.

About the role

As Program Manager, Enablement, you will build, facilitate and manage rollout strategies and training to support frontline teams’ performance while acting as a key partner with LOB leadership, ensuring the use of the right tools and deploying learning sessions to frontline individual contributors as needed. This role collaborates with leadership teams, Talent Management and cross-functional partners like Frontline Marketing and Content Strategy to develop resources and facilitate training. You will work on quarterly priorities, develop training plans and maintain training calendars. Key responsibilities include prioritizing training classes, documenting and maintaining training materials.

Core Responsibilities Include:

• Partner with Talent to ensure a cohesive and meaningful connection between learning programs and CC Ops frontline training.

• Partner with the Sales Enablement Manager to thread frontline learner opportunities with frontline leader training and mentor opportunities.

• Develop training content and sustainment plans in response to business intake needs and work with leaders to schedule and deliver training optimally with impact.

• Work with internal partners to build training timelines for weekly, monthly and quarterly initiatives. Facilitate and lead launch training for frontline team members.

• Develop, craft and facilitate internal training that is owned by the line of business.

• Communicate process changes and updates clearly. Propose outstanding solutions to content needs and adjustments.

• Maintain training documentation, resources and all relevant records as part of an overall program management strategy. Publish resource assets (articles, one-pagers).

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 and Washington the standard base pay range for this role is $72,400.00 - $115,600.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Nevada, New York 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

• 2+ years of enablement, training or L&D experience working with contact center teams.

• Experienced in crafting, presenting and facilitating training content for enablement purposes.

• Proficient in Microsoft Office and Google Suite (GDrive, GDocs, GSheets) tools and experience with internal program and content management platforms (Smartsheet, Highspot) preferred.

• A quick learner comfortable in evolving environments and a highly organized self-starter able to initiate detailed projects independently and balance multiple projects efficiently.

• Excellent communicator influencing timelines optimally, influential in working with partners and cross-functional teams and innovative problem solver with experience writing content assets.

• An outside the box thinker with proficiencies in delivering materials that suit all learning styles (visual, auditory, read/write, and kinesthetic).

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.