Director, Workforce Planning

The Director, Workforce Planning leads the strategy, planning, and execution of enterprise workforce management for Zillow’s customer-facing operations, ensuring the right people are in the right place at the right time to deliver an exceptional experience. This leader of leaders sets the vision for long-range capacity planning, forecasting, scheduling, and real-time performance management across contact center environments, using data-driven insights to optimize service levels, productivity, and colleague experience. The Director collaborates closely with senior business, operations, finance, and technology leaders to design scalable frameworks, challenge the status quo, and enable sustainable growth.