Zillow is a leading online real estate marketplace covering the whole spectrum of purchasing, owning, and selling a home. In support of flexible work options an

Director, Quality Intelligence Programs

DirectorDirectorFull TimeRemoteLeadCompany Site

Location

California + 7 more

Posted

27 days ago

Salary

$175.2K - $279.8K / year

Seniority

Lead

Postgraduate Degree10 yrs expEnglishCloud

Job Description

• Define and execute the long-term vision for quality monitoring as a data intelligence function • Own the integrity and reliability of all quality-related data flowing into the central customer intelligence base • Translate model outputs into insights that inform coaching, training, and product improvement • Oversee configuration and management of speech and text analytics, including taxonomy evolution and sentiment weighting • Serve as the strategic bridge between CXO, tech, and executive leadership

Job Requirements

10+ years of experience in CX, Technology Enablement, Analytics, or Operations, including 5+ years in a senior leadership role
Strong working knowledge of speech and text analytics, NLP concepts, and AI model lifecycle governance
Proven ability to manage complex, cross-system programs involving CRM, CSAT, telephony, and workforce management systems
Familiarity with API orchestration, data pipeline design, and cloud data environments
Masters degree in Data Science, Business Analytics, Operations or related fields preferred