Director, B2B Agent Support

About The Team
Zillow’s mission is to give people the power to unlock life’s next chapter and this role contributes to our mission by assisting our real estate agents with support.
The Director of B2B Agent Support leads and develops team managers, supervisors and their teams to ensure real estate agents have a delightful customer service experience when they need support with Zillow products and services. We’re seeking a dynamic, experienced leader and change agent who will implement quality standards, analyze data and metrics, and collaborate with other areas to drive improvements in customer experience. Ready to dive in, drive organizational change, and be a catalyst for transformation? Look no further – this role is tailor-made for individuals like you who are eager to make a lasting impact!
About The Role
The primary responsibilities of this role include:

• Continuous Improvement: Focus on continuous improvement, striving to identify areas that improve customer experience and inspiring change throughout the organization
• Analyzing Data and Metrics: Identify trends and insights to improve processes, policies, and procedures. Develop and monitor critical metrics to understand performance and build mitigation strategies
• Collaboration: Work collaboratively with other departments, such as Product, Workforce Planning, Vendor Management, IT, and HR, to identify and implement new technology or processes that could help improve customer experience
• Leading Agent Support Center Operations: Responsible for daily operations of the Agent Support Center, ensuring that customer service targets are met or exceeded, and supervisors are achieving performance targets (i.e. Service Level, Quality, Average Handles Times, Net Promoter Score, etc)
• Quality Standards: Ensure that high-quality standards are achieved and maintained. This includes partnering with Quality Analysts to review customer interactions, identify areas for improvement, and implement strategies to improve the customer experience
• Team Management: Leads a 17+ exempt leadership team (direct and indirect) who own coaching, leading, and mentoring specialists to ensure excellent customer service

In California, Colorado, Connecticut, Nevada, New York City and Washington the standard base pay range for this role is $120,900.00 - $193,100.00 Annually. 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

• Experience with Lean Six Sigma or other process improvement concepts is a plus
• At least 10+ years of people leadership experience as leader of leaders and leader of others in a contact center environment
• Proven track record of employee and career development of leadership and front-line teams
• Ability to travel both domestically and internationally
• Experience with contact center CRM technology (Salesforce, Zendesk) and telephony systems (Genesys) is helpful.
• Bachelor’s or master’s degree in business administration, management, or a related field preferred
• Analytical and quantitative skills leveraging data/metrics using reporting technology (Excel, Tableau)

Transferable Skills
Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. Do you have transferable skills or related experiences? We encourage you to apply!
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 [email protected].
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.
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