Zillow hiring Connections Manager in United States | LinkedIn (2024)

About The TeamThe Connections Team is the engine that facilitates the successful connection between consumers who shop Zillow for real estate help and the local professionals who can provide that assistance. We operate in a strong collaborative environment, and while we have individual goals, we work together to provide the best customer experience for our consumers and our advertisers. We are all about the best and most efficient experience when users engage with Zillow Group’s marketplace.

We are looking for a leader of people who can guide frontline employees as we continue to redefine the way our consumers connect with local professionals. Doing so requires an individual who is comfortable navigating and disseminating change as well as consistently evolving processes, systems and structure. Successful Connections Managers ensure the team's performance aligns with the company's standards and objectives, fostering a positive and productive work environment.

Do you have previous customer support or sales experience to help achieve ambitious growth initiatives and ensure the highest quality of customer satisfaction? Are you looking for an opportunity to lead a team of outstanding professionals and provide mentoring and development opportunities? You’ll champion strong and collaborative relationships while building out a team of professionals who are passionate about providing excellent service and growing the start of their Zillow Group careers.

About The Role

• Monitor and analyze individual and team performance, providing regular feedback and coaching
• Conduct regular team meetings and one-on-one sessions to discuss performance, goals, and development
• Report on team performance to senior leadership, identifying trends and areas for improvement
• Manage scheduling, attendance, and workflow to optimize team productivity and performance
• Identify and implement process improvements to enhance customer experience and operational efficiency

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, Washington state, and Washington DC the standard base pay range for this role is $63,100.00 - $100,900.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC 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

• Ability to lead, manage and train a team to meet and exceed expectations while maintaining a focus on the business and individual success
• Adaptable to frequent changes not limited to products, team structure and performance metrics
• Previous customer service or sales experience with a consistent record of driving performance, goal attainment and employee engagement
• Open to working weekends and early morning/later evening schedules
• Technically savvy with the ability to pick up new systems and find ways to improve upon our existing interfaces (Tableau, Microsoft Office, Salesforce, Google Suite)
• Ability to effectively balance and prioritize administrative responsibilities such as approving time cards in an expedient manner

Required Experience:

• At least 3 years of experience in a contact center, customer service or sales environment, with at least 1 year in a supervisory or leadership role preferred
• Strong customer service background
• Experience implementing and executing upon performance management policies
• Outstanding communication and proven success in effectively navigating change through strong communication
• A results-oriented approach; including strong organizational, multitasking and leadership skills
• Ability and willingness to work under pressure in a fast-paced and constantly evolving environment
• Bachelor's Degree 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 your recruiter directly.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.