About the role

Role Overview

Principal Technical Program Manager (P5) at Zillow’s Customer Fulfillment Engineering group.

You’ll lead large, cross-organizational, multi-quarter programs that are central to Zillow’s agent and team experiences—supporting platforms like Follow Up Boss and broader fulfillment and partner platforms.

Responsibilities

Lead complex cross-org, multi-quarter programs spanning product, platform, data, and partner teams; own delivery from discovery through post-launch.
Define program charters, roadmaps, success metrics, and manage scope, risks, and dependencies in fast-moving environments.
Bridge product and engineering by translating product vision into technical plans/requirements and sequencing; make thoughtful tradeoffs with Engineering Managers and Staff/Principal Engineers.
Drive reliability and operational excellence by establishing operating rhythms (cadences, dashboards, reviews) and tracking KPIs for reliability, throughput, quality, and customer impact.
Modernize and scale CRM, communications, and workflow platforms.
Introduce AI-powered capabilities that help agents prioritize work and serve clients more effectively.
Integrate AI, shared platforms, and reusable services into program plans to create durable leverage.
Influence senior leaders (Directors, VPs) by communicating options, recommendations, and securing decisions that unblock progress.
Improve ways of working across Customer Fulfillment Engineering (planning, intake, prioritization, execution, retros) while balancing consistency and autonomy.
Mentor and raise the bar within the TPM community by mentoring other TPMs.

Requirements

Ability to operate at both strategy and execution levels: clarify goals, translate product vision into technical plans, align stakeholders, and deliver measurable outcomes.
Proven experience leading large, cross-functional technical programs end-to-end (discovery through post-launch).
Strong program leadership, communication, and stakeholder management skills.

Nice to Have

Experience integrating AI capabilities and platform/shared-service strategy into program roadmaps.
Familiarity with CRM, communications, workflow automation, reliability/performance/quality program delivery.

About Zillow

Zillow is a real estate and home services company focused on helping people navigate major life decisions. Its Customer Fulfillment Engineering group builds and scales platforms that help real estate professionals convert interest into action, including communications, workflow, and partner experiences.