Principal Technical Program Manager

About the team Zillow’s mission is to give people the power to unlock life’s next chapter. The Customer Fulfillment Engineering group powers how real estate professionals turn interest into action – from first contact through deal close and beyond. We build and scale platforms like Follow Up Boss and related partner experiences that help agents and teams: · Capture and route high-intent leads · Engage customers across email, phone, SMS, and in-app channels · Automate follow-up and workflows so nothing falls through the cracks · Use data and AI to prioritize the right work at the right time Our teams work across product, engineering, data, and go-to-market partners. Together, we deliver reliable, high-scale systems that support millions of conversations and transactions. We value being smart, humble, customer-obsessed, and highly collaborative, and we’re looking for a Principal TPM who wants to help us improve how we plan, prioritize, and deliver complex programs. About the role This is a Principal Technical Program Manager (P5) role within the Customer Fulfillment Engineering group. We hire Principal TPMs on an ongoing basis as we grow, and when you apply, you will be considered for current and future Principal TPM opportunities supporting Follow Up Boss and our broader fulfillment and partner platforms. As a Principal TPM, you will lead large, cross-organizational programs that sit at the heart of Zillow’s agent and team experiences. You’ll drive initiatives that: · Modernize and scale our CRM, communications, and workflow platforms · Improve reliability, performance, and quality across critical systems · Introduce AI-powered capabilities that help agents prioritize the right work and serve their clients more effectively · Align product, platform, and operational work into coherent, outcomes-driven roadmaps You’ll operate at both strategy and execution levels. You’ll clarify goals, translate product vision into technical plans, align stakeholders, and ensure programs land with measurable impact for our customers and business. You will get to · Lead complex, cross-org, multi-quarter programs that span multiple product, platform, and data teams within Customer Fulfillment Engineering and partner orgs, owning delivery from discovery through post-launch and managing scope, risks, and dependencies. · Create clarity from ambiguity by turning loosely defined problems into clear program charters, roadmaps, and success metrics, bringing structure to fast-moving, evolving environments. · Bridge product and engineering by translating product goals into technical requirements and sequencing, partnering closely with Engineering Managers, Staff/Principal Engineers, and Product leaders to shape strategy and make smart tradeoffs. · Drive operational excellence by establishing regular operating rhythms (for example, cadences, dashboards, and reviews) and defining and tracking KPIs around reliability, throughput, quality, and customer impact for Customer Fulfillment programs. · Champion AI and platform strategy by partnering with engineering and product leaders to integrate AI, shared platforms, and reusable services into program plans where they create durable leverage. · Influence senior leaders by communicating clearly with Directors, VPs, and cross-functional partners; framing options and recommendations; driving alignment; and securing decisions that unblock progress. · Improve how we work by evolving lightweight, scalable ways-of-working across Customer Fulfillment Engineering (planning, intake, prioritization, execution, and retros), balancing consistency with team autonomy. · Mentor and lead by example as a senior leader within the TPM community at Zillow, mentoring other TPMs and helping raise the bar on program management craft across the org. This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which mus ... (truncated, view full listing at source)