Job Description

About the team

As part of Zillow’s Customer Experience Operations team, you’ll join a collaborative group dedicated to making the home journey simple, personal, and connected. The team transforms customer experience by turning insights into scalable, service strategies that elevate both agent and consumer interactions.

About the role

As a CX Labor Model Analyst, you will play a key role in shaping how Zillow delivers customer experience at scale. You’ll design and optimize labor models to balance quality, efficiency, automation, and growth—ensuring the right level of service for every customer. Your insights and data-driven recommendations will empower leaders to prioritize initiatives that drive cost savings, improve customer experience, and maximize ROI.

You will get to 

Lead operational and experience analyses to identify opportunities for efficiency, customer experience improvements, and strategic investments.

Design and evolve service models that optimize support levels.

Partner cross-functionally with Product, Operations, Data, Finance, and CX teams to drive alignment and scalable, cost-effective initiatives.

Facilitate working sessions to gather insights, align stakeholders, create business cases and investment proposals.

Develop dashboards and KPI tracking to provide leaders with clear, actionable insights.

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 $127,100.00 - $203,000.00 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 $120,700.00 - $192,900.00 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 or Master’s degree in business, data science, finance, or a related quantitative field.

5+ years of experience in analytics or strategy roles, using data to solve complex business problems and inform decisions.

Experience in operations, customer experience, and process improvement.

Skilled in creating business cases, proposals, and presenting to senior leadership.

Proficient with data tools, financial modeling, dashboarding, and platforms such as SQL, BI tools, Tableau, or Databricks.

Able to navigate ambiguity and develop well-reasoned, data-driven solutions.

Strong communicator who can turn complex analyses into actionable insights for both technical and non-technical audiences.

Detail-oriented, with a passion for improving customer and employee experiences and a strong understanding of financial performance.

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.