Senior Program Manager, Operations Engineering

Role Overview

Senior Program Manager, Operations Engineering within Zillow Media Experts (ZMX). You’ll lead hands-on operations engineering initiatives for a distributed, field-based workforce, translating real-world scheduling and routing complexity into quantitative frameworks and optimization systems.

Responsibilities

• Own and continuously refine operational business logic and requirements for ZMX scheduling and routing systems
• Partner with Engineering and Data Science to design, test, and improve optimization models (e.g., routing, capacity, constraint-based scheduling)
• Define and manage trade-offs across cost efficiency, compliance, fairness, customer experience, and service levels
• Lead structured time studies and build quantitative models of key cost drivers (labor, utilization, travel time, benefits eligibility exposure)
• Support workforce planning by modeling headcount, utilization, and the impact of scheduling rules and operational policies
• Identify, prioritize, and execute cost-reduction and scalability initiatives via process re-engineering, system improvements, and automation opportunities
• Define and institutionalize core operational KPIs and maintain dashboards/reporting frameworks (SQL, Tableau or equivalent)
• Translate analytical insights into recommendations and lead cross-functional initiatives to improve operational efficiency and scalability

Requirements

• Strong quantitative skills and operational curiosity
• Hands-on analytical depth combining program management with operations engineering/operations research capabilities
• Technical fluency to collaborate with Engineering and Data Science on optimization systems
• Track record delivering measurable impact in operations/process improvements

Nice-to-haves

• Experience with scheduling optimization, routing optimization, and constraint-based scheduling
• Experience performing time studies and modeling workforce/utilization/travel-time cost drivers
• Experience building KPI dashboards and reporting frameworks using SQL and BI tools (e.g., Tableau)

Location / Work Mode

• Role is categorized as Remote (must be identified to the company)
• U.S. employees may live in any state with limited exceptions; pay varies by location.