Principal Product Manager, Customer Experience Technology

Deep expertise with Salesforce and Zendesk, including integrations, configurations, and workflow best practices.

10+ years of product management experience with a strong focus on support products, business operations, or customer experience (CX) technology, or equivalent experience leading complex CX platforms.

Proven track record of deploying automated support solutions or AI-driven chatbots at scale, ideally in a two-sided marketplace serving both renters and partners.

Strong executive presence with a demonstrated ability to lead, influence, and drive alignment without direct authority.

Principal Product Manager of Customer Experience Technology

you will lead the vision and strategy for the technology and intelligence layer that powers Zillow Rentals’ customer success engine.

You will define the long-term roadmap for a unified support stack that brings together industry-leading platforms like Salesforce and Zendesk with AI agents and large language model (LLM)–powered experiences.

This is a high-impact leadership role focused on turning Support into a strategic advantage by driving significant operational efficiency and outstanding partner satisfaction, in close collaboration with cross-functional leaders.

Architect the Support vision by defining and executing a roadmap that transitions Zillow Rentals from reactive ticketing to a proactive, AI-first support model.

Lead the strategy and implementation of AI agents and LLM-powered self-service tools to increase support deflection while maintaining high customer satisfaction (CSAT) scores.

Zillow Rentals is building a best-in-class, vertically integrated marketplace that connects renters with property owners and managers, making it easier to move from one home to the next—from large-scale multifamily communities to single-family homes.

We provide advertising solutions and a complete set of digital tools that help partners market their properties, identify prospective tenants, sign leases, and collect payments, delivering a streamlined end-to-end online experience.

This is a high-growth, high-priority area for Zillow and an opportunity to drive meaningful impact and outcomes.

Our team includes applied scientists, engineers, designers, researchers, and product managers who work closely with teams across Zillow to deliver trusted, tailored experiences for millions of customers.

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

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and included on the

PEOPLE Companies That Care® 2025