Director, Workforce Planning

About the team The Workforce Planning team sits at the center of Zillow’s customer-facing operations, helping ensure we have the right plans, tools, and insights in place to deliver a seamless experience for customers and sellers. We partner closely with leaders across operations, sales, finance, and technology to shape forecasting, capacity planning, scheduling, and real-time performance strategies that support both business outcomes and a strong colleague experience. The team is organized into Command Center, Resource Planning, and Capacity Planning, each led by a dedicated leader. This team plays a key role in building scalable, data-informed frameworks that help Zillow grow thoughtfully while keeping our customers and employees at the heart of every decision. About the role 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.