Principal Product Manager, Customer Experience Technology

Employer Industry: Real Estate Technology.

• Salary up to $284,700 annually, based on location and experience
• Eligible for equity awards based on performance and location
• Opportunity for career advancement and growth within a high-priority area of the employer
• Work remotely from anywhere in the U.S.
• Be part of a recognized workplace, named among FORTUNE 100 Best Companies to Work For® and PEOPLE Companies That Care®
• Engage with a collaborative team focused on innovation and customer success

• Lead the vision and strategy for the technology that powers customer success within Zillow Rentals
• Define and execute a roadmap for transitioning to a proactive, AI-first support model
• Implement AI agents and self-service tools to enhance customer support while maintaining high satisfaction scores
• Collaborate with cross-functional teams to ensure Voice of the Customer insights influence product development
• Monitor and report on key support metrics to senior leadership

• 10+ years of product management experience, particularly in support products or customer experience technology
• Deep expertise with Salesforce and Zendesk, including integrations and workflow best practices
• Proven experience deploying automated support solutions or AI-driven chatbots at scale
• Strong analytical skills for data-driven recommendations and prioritization
• Excellent written and verbal communication skills for conveying complex ideas to diverse audiences

• Experience in online marketplaces, real estate, or a similar industry
• Strong executive presence and ability to lead and influence without direct authority
• Outstanding collaboration and time management skills in fast-paced environments
• Consultative skills in problem-solving, strategy development, and consensus building

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