Customer Success Jobs at Zillow with Visa Sponsorship

About the team

The Sales Governance team sits within Zillow’s Sales Operations organization and is responsible for the accuracy, integrity, and scalability of core sales processes across our Agent Sales and Preferred channels.

This team:

• Owns end-to-end governance and enforcement of business line rules, book management, compensation-impacting workflows, and data quality controls (for example, Best of Zillow Early Access processing, booking overrides, account/contact merges, Ad Bonus and Startbook audits, churn caps, Leave of Absence book management, and term processing).
• Manages a large portfolio of recurring audits, exception handling, and policy workflows across Salesforce and adjacent systems (such as dotloop, MBP, Preferred/PNE, Follow Up Boss, ShowingTime, and ZMX).
• Serves as the operational backbone for frontline Sales, Sales Strategy, Finance, and Biz Ops, ensuring that programs scale with durable processes, clear SLAs, and well-maintained SOPs.
• Is led by the Manager, Sales Governance, who sets the vision, operating model, and standards that keep our GTM engine running smoothly through a team of Sales Operations ICs.

About the role

As the Manager, Sales Governance, you will build and lead a high-performing team responsible for the controlled execution of high-volume, compensation-sensitive, and customer-impacting sales processes.

You will create clarity, remove operational friction, and ensure our systems and workflows are accurate, auditable, and scalable so that our go-to-market engine can grow reliably with our business.

You Will Get To

• Build and lead a high-performing Sales Governance team: hire, coach, and develop Sales Operations specialists and analysts; establish clear goals and role expectations; and foster a culture of operational excellence, ownership, and continuous improvement.
• Own recurring performance management and governance analytics (for example, Monthly MCF validation, monthly performance data pulls, PNE funnel and Preferred lead-conversion analytics) and partner with Biz Ops, Finance, and Sales Strategy on frontline efficiency, headcount, segmentation, and regionalization decisions.
• Govern end-to-end book of business and partner lifecycle workflows across Best of Zillow, Preferred, ShowingTime, and PNE, ensuring consistent, well-documented processes for assignments, lifecycle changes, and end-of-month book balancing that align with segmentation, capacity, and coverage strategies.
• Drive data quality, audits, and controls across Salesforce and adjacent systems by owning a robust audit framework (spanning compensation, routing, and compliance audits), defining high standards for data hygiene, and implementing controls and reporting that surface anomalies early and reduce downstream rework.
• Oversee high-volume case work and exception handling across external queues, Sales Strategy and Advisor (GA) support, billing exceptions, and other inbound requests by defining SLAs, triage rules, and escalation paths, and by serving as primary SOP owner for governance processes and operational playbooks across sales channels.
• Lead governance-related enablement and training, including New Manager Sales Operations onboarding, Salesloft cadence and referral communication guidance, expansion team enablement, and PNE partner communications, in partnership with Enablement and Sales leadership.
• Govern GTM tools, vendors, and offshore operations by overseeing Gong and Salesloft administration, directing the creation and governance of cadences, templates, trackers, and campaigns (including Sonar and mass list imports), and managing vendor/offshore partners with clear QA mechanisms, SLAs, dashboards, and continuous-improvement plans.
• Partner cross-functionally with Sales, Sales Strategy, Biz Ops, Finance, Legal, and Enablement to design and roll out new policies, programs, and system changes in a controlled way, representing Governance in upstream design discussions and clearly communicating tradeoffs, risks, and recommendations to senior leaders.

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, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $117,800.00 - $188,200.00 annually. This base pay range is specific to these locations and may not be applicable to other locations.

In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $112,000.00 - $178,800.00 annually. The base pay range is specific to these locations 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. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

• 3+ years of experience in Sales, Sales Operations, Business Operations, Revenue Operations, or a related analytical/operational role, ideally supporting scaled sales organizations, or equivalent experience leading high-volume, process-driven work.
• 2+ years of people management experience leading high-volume operational or shared-services teams, with a track record of developing talent and building strong team culture.
• Demonstrated experience designing, running, and improving end-to-end operational processes that are policy-driven, auditable, and scalable, including driving data quality through controls, audits, and root-cause remediation with upstream teams.
• Strong working knowledge of Salesforce (or comparable CRM) and comfort navigating multiple GTM tools (such as Gong, Salesloft, marketing or outreach tools, and billing or contract systems).
• Strong analytical skills, including the ability to size impact, analyze trends, and translate findings into clear recommendations, prioritization, and business decisions.
• Excellent stakeholder management skills with the ability to influence without direct authority and communicate clearly with Sales leaders, Strategy, Finance, vendors, and offshore partners.
• High attention to detail and a strong commitment to accuracy, consistency, and documentation in process and policy; comfortable operating in ambiguity and building structure in complex, evolving environments.
• Here at Zillow, we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.

Preferred skills & experience

• Experience leading governance, shared services, or centralized operations teams in ads, marketplace, SaaS, or other high-volume sales environments.
• Hands-on experience with Gong, Salesloft, Sonar, or similar tools, including admin or program-owner responsibilities.
• Experience working with offshore and/or vendor teams, including building QA programs, defining SLAs, and driving performance improvement.
• Familiarity with segmentation, headcount, and coverage modeling, and how these inform book management and routing strategies.
• Comfort with BI tools and data analysis (for example, dashboards and self-serve reporting) to monitor performance and drive decisions.
• Strong business judgment and the ability to connect day-to-day operational decisions to broader GTM and financial goals.

Get to know us

At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.

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.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.