Customer Operations Manager, MLS Accounts

About The Team

ShowingTime+, a brand under Zillow, Inc., is revolutionizing the real estate industry with innovative products and services for agents, brokers, and MLSs. Our technology suite streamlines businesses, delivers exceptional experiences, and supports the evolving needs of the industry. Trusted by over a million professionals, ShowingTime+ is a market leader with cutting-edge solutions for showing management, offer management, analytics solutions and more.

About The Role

As a Customer Operations Manager for MLS & AOR, you will provide escalated customer support, handle complex inquiries, conduct product training sessions, troubleshoot technical issues, serve as a key contact for MLS partners, and serve as product expert for internal stakeholders. In this role you will collaborate with cross-functional teams, deliver tailored training materials, and maintain a comprehensive knowledge base to maximize customer product value and ensure successful adoption.

In this role, you will:

• Oversee customer support activities to ensure the timely and effective resolution of customer inquiries and issues.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Collaborate with cross-functional teams to provide the best possible customer experience.
• Develop expertise as a Subject Matter Expert (SME) on assigned product categories and utilize this expertise to drive value in daily operations and cross-functional initiatives. Conduct engaging and informative live product training sessions for MLS staff and members. Coordinate and curate content for on-demand or simulated webinar training opportunities.
• Build and maintain strong relationships with key customers to foster loyalty and retention.
  
  

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, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $23.05 - $36.80 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC 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.

Who you are

You are a dedicated professional with a passion for becoming a product expert and fostering product adoption. Your expertise in providing best practice guidance, conducting and coordinating training sessions, and troubleshooting technical issues positions you as a valuable resource for MLS partners. As a Subject Matter Expert (SME) on specific products, you excel in sharing knowledge and driving successful product utilization. Your collaborative nature allows you to work effectively with cross-functional teams to enhance product knowledge and ensure the best possible customer experience.

• Bachelor's degree in a related field or equivalent experience.
• 1-2+ years of experience in Customer Enablement, Customer Engagement, Customer Success, or a related role.
• Excellent communication skills to effectively engage with MLS partners and internal teams.
• Strong organizational skills to manage multiple tasks and prioritize effectively.
• Experience in working with MLSs or real estate technology is a plus.
  
  

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

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.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.