Frontline Tooling Senior Manager
Zillow
About the team
StreetEasy's Revenue Operations team is responsible for sales operations in addition to aligning and optimizing all revenue generating activities across sales, customer support and marketing. While our site and app experience allow for seamless self-service, our higher-value customers benefit from sales and customer operations support. These teams establish relationships with purchasing decision-makers, educate customers about StreetEasy’s products, programs and marketplace, and proactively reach out to intercept emerging needs to help them succeed in their business. StreetEasy’s Revenue Operations team uses a data driven approach to streamline tech and processes across our business lines and ensure a unified customer experience to drive greater revenue growth.About the role
We seek a motivated frontline operator tooling manager to be the expert in how sales and customer operations teams use various tech tooling products (i.e., Salesforce CRM, Salesloft, Zendesk, Tableau, etc). The role will partner with Frontline Technology and Engineering teams to improve efficiency and effectiveness of how StreetEasy uses technology to enhance customer experience and revenue, from conceptualization to implementation and iteration.
The Revenue Operations Frontline Tooling Manager will report to the Revenue Operations team lead to produce a best-in-class sales tooling tech stack and to increase frontline operator efficiency and effectiveness. The manager will develop and implement the overall sales and customer operations facing tools/tech product roadmap, as well as individual roadmaps for the most critical frontline tools - going deep to include external industry standard methodologies, capabilities, and features. They will partner with Sales, Customer operations, Frontline Tech, Analytics and Engineering to:
Deeply understand Frontline team needs and Tools use cases, through active qualitative feedback gathering/rep shadowing and quantitative trends (e.g., efficiency, time in tool, uptime, and other critical metrics)
Own, Build and drive Tooling roadmaps (overall and for individual product areas), incorporating external feature best practices, and aligning with cross-functional teams to resource and prioritize
Own Frontline adoption and implementation, including crafting communication plans, scalable data visualizations and dashboards, training materials, reporting structures, and ongoing adoption tracking
Lead Tooling resourcing across various initiatives (e.g., sprint planning, load balancing, coordinating across Business Enablement and cross-functional teams)
Scope project initiatives, ensuring project management operational excellence from problem definition through execution
Drive execution to project deliverables, including hitting stage gate milestones, preparing / delivering updates to Leadership from Sales / Customer operations, cross-functional teams and incorporating their feedback
Provide near-term operational support and/or coordinate triaging tech issues across various cross-functional teams
Lead coordination of cross-functional teams and resources (primarily Sales Tech, Engineering), assessing and acting on tradeoffs across the business
Who you are
7+ years of experience in sales enablement, product / program management, strategy & operations, consulting, or similar roles supporting Sales, Customer Service, or Marketing teams
Must have extensive experience using CRM platforms and frontline operator tools (e.g., Salesforce, Hubspot, Salesloft, Zendesk)
Sales Technology stack experience preferred
Advanced experience with Microsoft Excel or Google Sheets, SQL or GBQ, and data visualization tools such as Google Data Studio (Looker, Tableau, or PowerBI)
Experience with writing advanced queries to extract data and strong ability to synthesize insights, understanding trends and communicate recommendations based on data
Experience working with Product and Engineering teams on internal/external software applications, prioritizing user needs and optimally translating qualitative and quantitative data into an actionable set of requirements
Ability to understand and empathize with diverse partners across functions, and tailor messaging / communication appropriately to ensure resonance; ability to build consistent messaging about sophisticated projects, flexing to audience needs but creating cohesion on the objective and guiding principles
Ability to break down complex, ambiguous problems into logical objectives, translating sales needs into discrete, actionable steps for partner teams to implement
Experience leading collaboratively across functions to drive operational improvements and projects. Empathetic with stakeholder (sales team) and partner (sales tech, analytics, sales performance and training, customer experience and journey) needs and perspectives to drive cohesive vision and execution
Experience leading teams of analysts, leveraging team members to improve speed to execution, proactively mentoring toward operational excellence, developing and utilizing diverse abilities, handling workloads to delegate and distribute appropriately
Ability to manage processes efficiently by scoping logical steps from ideation to project completion, organizing data / materials for broad understanding, synthesizing partner feedback, ensuring project interim steps are on time, and delivering results on time with high quality
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 your recruiter directly.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.
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.