Director, Workforce Planning

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.

• Set the enterprise workforce management strategy for contact center operations, aligning capacity planning, staffing, and service level targets with Zillow’s business objectives and customer experience goals.
• Lead long-range and annual workforce planning, including demand forecasting, hiring plans, and budget inputs across sites, lines of business, and channels to support growth while managing cost and risk.
• Design and govern standardized WFM policies, frameworks, and KPIs (e.g., forecast accuracy, schedule adherence, occupancy, service levels) to ensure consistent practices and performance visibility across teams.
• Oversee the workforce management operating model and teams, including forecasting, scheduling, and real-time management functions, providing leadership, coaching, and development to team leaders and analysts.
• Partner with Operations, Sales, Finance, HR, and vendor partners to align staffing strategies with volume trends, productivity goals, and workforce initiatives, enabling data-informed decisions on hiring, training, and deployment.
• Champion the roadmap for WFM tools and technology, including AI, collaborating with Product, Engineering, and vendor partners to implement and optimize workforce management systems, telephony routing, and reporting solutions.
• Drive continuous improvement initiatives that enhance forecast accuracy, schedule efficiency, shrinkage management, and intraday execution, using analytics and experimentation to test and scale best practices.
• Provide executive-level insights and recommendations through clear storytelling, dashboards, and operational reviews, highlighting risks, opportunities, and trade-offs in staffing and performance.

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 $142,500.00 - $227,600.00 annually. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $135,400.00 - $216,200.00 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

• Bachelor’s degree in Business, Operations Management, Mathematics, Statistics, Finance, Industrial Engineering, or a related field.
• 10+ years of experience in workforce management, contact center operations, or a closely related field, including 5+ years in a people leadership role leading multi-function teams.
• Demonstrated experience owning enterprise or large-scale workforce planning, forecasting, and scheduling for high-volume, multi-channel environments (e.g., service or support), including BPO vendor partners.
• Proven success using data and analytics to diagnose performance drivers, improve forecast accuracy, and optimize staffing, productivity, and customer or sales outcomes.
• Track record of influencing senior leaders and cross-functional partners with clear, data-driven recommendations in a fast-paced, high-growth environment.
• Working knowledge of WFM platforms such as Aspect, Genesys, or NICE, and related telephony or CRM tools.