[Remote] Program Manager, CX Readiness

Note: The job is a remote job and is open to candidates in USA. Zillow is a leading real estate platform in the U.S., and they are seeking a Program Manager for their Customer Experience Operations team. The role focuses on designing and improving processes for customer experience, coordinating product launches, and ensuring operational readiness across multiple teams. Responsibilities • Build and maintain a unified product release calendar for CX • Translate product launches into CX readiness plans • Support CxR testing and sign‑off processes • Drive CX‑ready release communications • Help implement issue deflection and feedback loops • Report on the impact and health of the program • Operate and refine CxR mechanisms Skills • 3–5+ years of experience in program management, project management, business operations, CX operations, or a related field • Comfortable working with both product and operations • Experience in planning or executing launch readiness, change management, or release coordination for cross‑functional initiatives • Organized and detailed with the ability to build structure: checklists, trackers, workback plans, RACIs, and documentation • Comfortable working with data to define basic success metrics, pull and interpret reports, and use insights to shape recommendations • Clear communicator and collaborator who can summarize complex information for different audiences • Adaptable and eager to build new programs and mechanisms • Customer‑ and agent‑focused with a proactive approach to preventing issues • Experience in contact center operations, customer support, or partner/merchant support environments • Background in UAT, QA, or CX‑focused product testing • Experience working with AI‑ or automation‑driven support experiences (e.g., virtual agents, agent assist, or knowledge automation) Benefits • Equity awards based on factors such as experience, performance and location Company Overview • Zillow is an online real estate marketplace for finding and sharing information about homes, real estate, and mortgages. It is a sub-organization of Zillow Group. It was founded in 2005, and is headquartered in Seattle, Washington, USA, with a workforce of 5001-10000 employees. Its website is Company H1B Sponsorship • Zillow has a track record of offering H1B sponsorships, with 179 in 2025, 150 in 2024, 171 in 2023, 256 in 2022, 239 in 2021, 195 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job