Manager, Employee Service & Operations

About the team

The Employee Services & Operations (ES&O) team is part of Zillow Group's People Org. Our job is to make work easier, on both sides of the request. We own the experience of getting help - through ServiceNow, our knowledge content, and AI-powered tools like Glean - and the underlying HR processes and systems that make self-service possible. That second piece sits in Workday, where we own Core HR process improvement, self-service enablement, and continuous improvement work with our tech partners. Across all of it, we're thinking about how AI and agentic tools change what "getting help" even looks like. As Manager of the Workday Core HR team, you'll own the Workday process and self-service side of that work, where employee questions meet the actions they need to take.

About the role

This role owns Workday Core HR - keeping it healthy and making it better over time. Some of the work is continuous: finding and fixing process gaps, improving self-service so employees can get things done on their own. Some of it is bigger: supporting major product roadmap initiatives - doing the discovery work, shaping requirements, and tracking whether the change actually landed. You'll lead a team of analysts, working closely with Shared Services Product and Tech.. You need to be comfortable in the details and in a room with leadership.

You will get to:

• Work with HR Product to deliver on the Core HR roadmap, including major initiatives like job architecture and the offer process - doing the discovery work, requirements, and tracking outcomes

• Build a process for finding, prioritizing, and tracking smaller improvements that don't make it onto the formal roadmap

• Lead a team of analysts who will map current Workday processes, spot what's broken or duplicated, and lead the work to fix it

• Use data to decide where to focus and to check whether changes are actually working

• Help employees get things done in Workday themselves, without needing to go through the Employee Service Center (ESC)

• Work with People Org COEs, ESC, IT, Finance, and Payroll to figure out where requirements overlap and get to solutions that work for everyone

• Translate findings and recommendations into something leadership can act on

• Lead and develop a team of analysts, and do the work yourself when it's needed

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 $89,700.00 - $143,300.00 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 $85,200.00 - $136,200.00 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

• You've managed a team in HR operations or process improvement

• You know Workday well enough to understand how it works and where things get complicated - system admin experience not required

• You can map a current state process, spot what's wrong, and design something better

• You use data to make decisions and to check if things actually worked

• You can move work forward across teams even without direct authority over everyone involved

• You can take complicated process or system detail and explain it to leadership clearly

• You're comfortable leading a team and doing the work yourself when needed

Preferred:

• Experience working alongside a product team on a technology roadmap

• Familiarity with HR shared services or employee service center models

• Background in requirements writing or process documentation

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 customers 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 that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 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.