Principal Product Manager, Customer Experience Technology

About the team

Zillow Rentals is building a best‑in‑class, vertically integrated marketplace that connects renters with property owners and managers, making it easier to move from one home to the next—from large‑scale multifamily communities to single‑family homes.

We provide advertising solutions and a complete set of digital tools that help partners market their properties, identify prospective tenants, sign leases, and collect payments, delivering a streamlined end‑to‑end online experience.

This is a high‑growth, high‑priority area for Zillow and an opportunity to drive meaningful impact and outcomes.

Our team includes applied scientists, engineers, designers, researchers, and product managers who work closely with teams across Zillow to deliver trusted, tailored experiences for millions of customers.

As the Principal Product Manager of Customer Experience Technology you will lead the vision and strategy for the technology and intelligence layer that powers Zillow Rentals’ customer success engine.

You will define the long‑term roadmap for a unified support stack that brings together industry‑leading platforms like Salesforce and Zendesk with AI agents and large language model (LLM)‑powered experiences.

This is a high‑impact leadership role focused on turning Support into a strategic advantage by driving significant operational efficiency and outstanding partner satisfaction, in close collaboration with cross‑functional leaders.

• Architect the Support vision by defining and executing a roadmap that transitions Zillow Rentals from reactive ticketing to a proactive, AI‑first support model.
• Lead the strategy and implementation of AI agents and LLM‑powered self‑service tools to increase support deflection while maintaining high customer satisfaction (CSAT) scores.
• Own the “buy vs. build” and consolidation strategy for core platforms such as Salesforce and Zendesk, ensuring seamless data and workflow integration between Sales and Support.
• Design and scale an onboarding framework that balances speed‑to‑live for new partners with high‑quality listings and a strong end‑to‑end renter experience.
• Define and monitor “North Star” support metrics (for example, cost‑per‑resolution, support impact on customer lifetime value (LTV), and AI accuracy) and deliver clear, executive‑level insights to senior leadership.
• Partner closely with Engineering, Data Science, and Product teams so Voice of the Customer insights from Support directly influence the Zillow Rentals product roadmap.

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 $ – $ 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 $ – $ 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.

• Deep expertise with Salesforce and Zendesk, including integrations, configurations, and workflow best practices.
• 10+ years of product management experience with a strong focus on support products, business operations, or customer experience (CX) technology, or equivalent experience leading complex CX platforms.
• Proven track record of deploying automated support solutions or AI‑driven chatbots at scale, ideally in a two‑sided marketplace serving both renters…