Principal Product Manager, Directed Workflows

About the role

The Principal Product Manager, Directed Workflows drives the vision, strategy, and execution for how ZHL's sales and service process gets encoded as directed work. AI agents reason over each customer's situation, adapt that process to the specific opportunity in front of them, and determine the next work that should happen: the action, the outcome it is meant to create, the quality bar it must meet, and the skills required to execute it. You will own that loop across engagement and loan production. You design the AI harness (context, tools, memory, orchestration, escalation, guardrails) that determines what those agents reason over and what work they produce. You own the eval infrastructure that scores those decisions against the process you defined, learns from operator feedback, and uses experiments to decide what to keep, change, or retire.

You Will Get To

• Define and lead a multi-year product vision for Directed Workflows as an AI-first service system spanning engagement and loan production

• Define, with Sales and Business Operations, the sales and service process this system encodes: customer jobs, value at each stage, and how that experience earns attention and advocacy

• Design the AI harness that turns that process into AI agent behavior: context engineering, tool design, memory, orchestration, and guardrails, including where a model should reason, where deterministic systems should execute, and what requires a person. The work the agent produces names the action, intended outcome, quality bar, and skills required to execute

• Own the eval infrastructure you build or integrate: score AI agent output against the intended process, learn from operator feedback in production, and run experiments that show whether the directed work moved the outcome

• Sequence from high-leverage pilots to platform: prove outcomes in focused increments, retire or redesign what does not move the metrics, then expand successful patterns across the financing journey

• Influence across Zillow so the customer experience, the real estate agent experience, and the home finance operator experience operate as one coordinated service, and represent that strategy with senior leaders including risks and trade-offs

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 $178,300.00 - $284,700.00 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 $169,300.00 - $270,500.00 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 Computer Science, Engineering, Business, or a related field

• 10+ years of product management experience, including ownership of complex systems spanning multiple teams and customer or operator journeys

• Demonstrated experience shipping agentic or decisioning products as a closed loop: designing the AI harness and the eval infrastructure that proved and improved outcomes

• Experience shaping sales or service strategy with business leaders, tying process design to customer jobs, value delivery, and growth

• Strong analytical ability using data, experimentation, and model/product evaluation to improve conversion, quality, or operator productivity

• Track record of influencing senior Engineering, AI, Operations, and business stakeholders around strategy, trade-offs, and execution

• Or an equivalent combination of education and experience

• Nice to have: mortgage or lending experience; familiarity with workflow platforms, operator surfaces, or capacity-aware routing