Workforce Capability Lead

About the team

Customer Experience Operations (CXO) Enablement helps frontline employees & leaders build the capabilities required to deliver exceptional customer experiences in a rapidly changing, AI-supported environment.

We serve as strategic, consultative thought partners across Operations, Quality, Knowledge Strategy, Product, Talent & other business teams to turn strategy & performance needs into scalable systems for learning, practice, coaching, knowledge & reinforcement.

Our aim is to make strong performance more predictable, scalable & sustainable through learning solutions that go beyond traditional training modalities.

About the role

As Workforce Capability Lead, you will manage complex, cross-functional programs that improve the readiness & performance of frontline employees & leaders. You will partner with business leaders to understand partially defined performance needs, synthesize signals from Quality Intelligence, Knowledge Strategy, business metrics, workflows & employee feedback to determine the right path forward. You will translate those findings into clear program strategies, effective learning solutions & measurable performance outcomes.

You will make day-to-day program decisions within established priorities & guardrails while keeping leaders informed of progress, risks, tradeoffs & implications.

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 $93,900.00 - $150,100.00 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 $89,200.00 - $142,600.00 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

• An outside-the-box thinker who can probe partially defined needs, use evidence to clarify the problem & recommend an appropriate learning solution.
• A trusted cross-functional partner who can influence without formal authority, navigate competing priorities & move stakeholders toward clear decisions.
• An outcome-oriented operator who balances strategic thinking with disciplined execution, documentation, follow-through & proactive, transparent communication.
• Has the ability to determine the right combination of learning & non-learning modalities; tests creative approaches within assigned programs.
• Experienced in applying AI-enabled tools such as Docebo, Articulate 360 & Replit to design scalable learning solutions.
• A flexible contributor who is equally comfortable stabilizing an urgent need & testing a new approach.
• A clear communicator who can turn complex information into concise narratives, decisions & actionable plans.

Responsibilities

• Design learning experiences in Zillow Groups’ e-learning authoring platforms & AI tools.
• Facilitate high-priority learning experiences; coordinate subject-matter experts or distributed facilitators when that is the most effective delivery model.
• Manage a broad program portfolio spanning high-impact learning, practice, performance support, communications, adoption, sustainment & measurement.
• Diagnose performance & readiness needs, translating business strategy, performance data, quality trends & stakeholder insights into clear problem statements, measurable outcomes & learning plans.
• Align partners such as Product, Quality Intelligence, Knowledge Strategy, Talent, Data Analytics & Operations on priority, scope, roles, decisions,

timelines, dependencies & delivery expectations; communicate progress, risks, results & recommendations to frontline partners & Senior Leaders.

• Support the design of system-level Enablement architecture connecting learning, guided practice, coaching, performance support, knowledge, communications, workflows & reinforcement. Help redesign what is not working.

Qualifications

• 5+ years of relevant experience in Enablement, Learning & Development, program management, performance consulting or an equivalent combination of experience.
• Demonstrated experience building system-level Enablement programming through discovery, design, delivery, implementation, sustainment & measurement.
• Experience using quantitative & qualitative evidence to diagnose performance needs & evaluate Enablement impact.
• Experience designing scalable solutions for frontline customer-facing & people-leader audiences.
• Strong stakeholder management, facilitation, written communication & executive-ready storytelling skills.
• Operational knowledge of adult learning-based capability design, behavior change, coaching, change management & performance-support principles.
• Demonstrated experience applying learning, content, analytics, collaboration & AI-enabled tools such as Docebo, Jira, Highspot, Google Workspace & Replit to design scalable workforce capability solutions.

Get to know us

At Zillow, we’re reimagining how people move-through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help people navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company reshaping an industry and helping more people make home a reality.

How we work is a key part of that transformation. Through Cloud HQ, our strategic approach to distributed work, most employees have the flexibility to work from wherever they’re most productive-enabling us to move fast, stay connected and deliver on our people promise.

Zillow is honored to be recognized among the best workplaces in the U.S. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2026, and included on TIME’s America’s Best Companies 2026 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry-and your career-forward, together.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.