• The Senior Manager, Employee Service Center is someone who is both hands-on and strategic to help run the day-to-day activities of the Employee Service Center as well as implement the vision for our strategy. • This includes, but is not limited to, integrating standard processes & trends, supporting tools (Service Now, Workday, etc.), and collaborating with the Employee Service & Operations Process Team to scale the HR systems and processes required to support Zillow Group. • Lead two managers and their teams (Contact Center & Data Team) who are responsible for delivering a customer-centric approach to fielding, resolving, or routing all inbound HR-related inquiries coming from current and prospective Zillow Group employees. • Provide guidance to partners at all levels on Employee Service policies, procedures, and standard processes. • Serve as primary representative for internal and external operational audits, develop corrective action plans, and provide reporting to leadership.