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Seattle, Washington, United States
Remote only
The Principal Product Manager, Directed Workflows drives the vision, strategy, and execution for how ZHL's sales and service process gets encoded as directed work. AI agents reason over each customer's situation, adapt that process to the specific opportunity in front of them, and determine the next work that should happen: the action, the outcome it is meant to create, the quality bar it must meet, and the skills required to execute it. You will own that loop across engagement and loan production. You design the AI harness (context, tools, memory, orchestration, escalation, guardrails) that determines what those agents reason over and what work they produce. You own the eval infrastructure that scores those decisions against the process you defined, learns from operator feedback, and uses experiments to decide what to keep, change, or retire.
Define and lead a multi-year product vision for Directed Workflows as an AI-first service system spanning engagement and loan production
Define, with Sales and Business Operations, the sales and service process this system encodes: customer jobs, value at each stage, and how that experience earns attention and advocacy
Design the AI harness that turns that process into AI agent behavior: context engineering, tool design, memory, orchestration, and guardrails, including where a model should reason, where deterministic systems should execute, and what requires a person. The work the agent produces names the action, intended outcome, quality bar, and skills required to execute
Own the eval infrastructure you build or integrate: score AI agent output against the intended process, learn from operator feedback in production, and run experiments that show whether the directed work moved the outcome
Sequence from high-leverage pilots to platform: prove outcomes in focused increments, retire or redesign what does not move the metrics, then expand successful patterns across the financing journey
Influence across Zillow so the customer experience, the real estate agent experience, and the home finance operator experience operate as one coordinated service, and represent that strategy with senior leaders including risks and trade-offs
Bachelor's degree in Computer Science, Engineering, Business, or a related field
10+ years of product management experience, including ownership of complex systems spanning multiple teams and customer or operator journeys
Demonstrated experience shipping agentic or decisioning products as a closed loop: designing the AI harness and the eval infrastructure that proved and improved outcomes
Experience shaping sales or service strategy with business leaders, tying process design to customer jobs, value delivery, and growth
Strong analytical ability using data, experimentation, and model/product evaluation to improve conversion, quality, or operator productivity
Track record of influencing senior Engineering, AI, Operations, and business stakeholders around strategy, trade-offs, and execution
Or an equivalent combination of education and experience
Nice to have: mortgage or lending experience; familiarity with workflow platforms, operator surfaces, or capacity-aware routing
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.