Responsible for operational excellence of the Concierge organization and its service. The Senior Manager is responsible for leadership in the areas of workforce management, workflow analysis, quality assurance, training, and project management, as well as select analytics related to these topics. This role is responsible for ensuring alignment between the Concierge related product teams and the people leadership organization on an ongoing basis and especially as we continue to innovate in the real estate industry. The Senior Manager, PAC Operations has a direct impact on how Zillow connects buyers and sellers to real estate professionals and ultimately how we drive value for all of the personas that use our websites.The Senior Manager is responsible for working with his or her team to: • Change - Help translate changes to Premier Agent products and services into changes to how PAC reps do their job, both temporarily for pilots and permanently for full rollouts.• Consistency - Ensure the delivery of quality assurance and training to ensure that the PAC people organization effectively delivers the desired experience for consumers and agents.• Staffing - Optimize staffing to deliver outstanding service within SLA while minimizing overtime and night/weekend hours and maximizing opportunities for PAC participation in #ZGLife. Support evolution of the PAC staffing model as determined by the business.• Analysis - Use metrics to identify opportunities to improve PAC operations and improve PAC outcomes, both through Excel modeling and through collaboration with analytics partners.• Automation - Interface with partners in the product organization to line up effective automation of key PAC processes.• Experiment - Develop new ideas to help further PAC, PA, and Zillow Group business goals; try new things and see if they work. • Zillow Way - Aligns with and is an example of Zillow Group’s Core Values and Leadership Principles

• Conduct a specified number of call monitors and monitor reports on a monthly basis for sales and customer service calls. • Provide accurate, consistent and fair evaluations along with motivational feedback.• Collectively work with management to communicate quality of work measurements and recommend improvements.• Compile data to develop reports that outline service strengths and weaknesses.• Assist with the development, implementation and maintenance of quality assurance guidelines and setting of relating policies and procedures in an effort to ensure 100% customer/agent satisfaction.• Participate in ongoing calibration sessions to ensure a high level of consistency throughout call scores.• Help develop a quality recognition program to ensure we are capturing those “doing the right thing.’• Successfully perform additional duties as assigned.

Responsibilities• Design custom advertisements for real estate professionals that purchase advertising space on the website.• Provide phone and email support to customers (real estate agents, brokers and vendors) in regards to our products.• Perform research into those problems by using the appropriate web-based tools in an effective manner.• Continually focus on deepening customer relationships by providing exceptional support• Use critical thinking in order to solve unique/complex problems and customer issues• Provide feedback in order to improve overall customer satisfaction

Maintain a working relationship with schools and major corporate customers.Acquire new customers through location based networking techniquesProvide new ideas on how to increase revenue Run all social media platforms (Facebook, Twitter, YouTube, LinkedIn)

Manage and driving performance of a team of 16 sales personnel while developing each individuals sales skills in order to obtain new customers through inbound sales calls.