Manager, GTM Governance

About the team The Sales Governance team sits within Zillow’s Sales Operations organization and is responsible for the accuracy, integrity, and scalability of core sales processes across our Agent Sales and Preferred channels. This team: · Owns end-to-end governance and enforcement of business line rules, book management, compensation-impacting workflows, and data quality controls (for example, Best of Zillow Early Access processing, booking overrides, account/contact merges, Ad Bonus and Startbook audits, churn caps, Leave of Absence book management, and term processing). · Manages a large portfolio of recurring audits, exception handling, and policy workflows across Salesforce and adjacent systems (such as dotloop, MBP, Preferred/PNE, Follow Up Boss, ShowingTime, and ZMX). · Serves as the operational backbone for frontline Sales, Sales Strategy, Finance, and Biz Ops, ensuring that programs scale with durable processes, clear SLAs, and well-maintained SOPs. · Is led by the Manager, Sales Governance, who sets the vision, operating model, and standards that keep our GTM engine running smoothly through a team of Sales Operations ICs. About the role As the Manager, Sales Governance, you will build and lead a high-performing team responsible for the controlled execution of high-volume, compensation-sensitive, and customer-impacting sales processes. You will create clarity, remove operational friction, and ensure our systems and workflows are accurate, auditable, and scalable so that our go-to-market engine can grow reliably with our business. You Will Get To · Build and lead a high-performing Sales Governance team: hire, coach, and develop Sales Operations specialists and analysts; establish clear goals and role expectations; and foster a culture of operational excellence, ownership, and continuous improvement. · Own recurring performance management and governance analytics (for example, Monthly MCF validation, monthly performance data pulls, PNE funnel and Preferred lead-conversion analytics) and partner with Biz Ops, Finance, and Sales Strategy on frontline efficiency, headcount, segmentation, and regionalization decisions. · Govern end-to-end book of business and partner lifecycle workflows across Best of Zillow, Preferred, ShowingTime, and PNE, ensuring consistent, well-documented processes for assignments, lifecycle changes, and end-of-month book balancing that align with segmentation, capacity, and coverage strategies. · Drive data quality, audits, and controls across Salesforce and adjacent systems by owning a robust audit framework (spanning compensation, routing, and compliance audits), defining high standards for data hygiene, and implementing controls and reporting that surface anomalies early and reduce downstream rework. · Oversee high-volume case work and exception handling across external queues, Sales Strategy and Advisor (GA) support, billing exceptions, and other inbound requests by defining SLAs, triage rules, and escalation paths, and by serving as primary SOP owner for governance processes and operational playbooks across sales channels. · Lead governance-related enablement and training, including New Manager Sales Operations onboarding, Salesloft cadence and referral communication guidance, expansion team enablement, and PNE partner communications, in partnership with Enablement and Sales leadership. · Govern GTM tools, vendors, and offshore operations by overseeing Gong and Salesloft administration, directing the creation and governance of cadences, templates, trackers, and campaigns (including Sonar and mass list imports), and managing vendor/offshore partners with clear QA mechanisms, SLAs, dashboards, and continuous-improvement plans. · Partner cross-functionally with Sales, Sales Strategy, Biz Ops, Finance, Legal, and Enablement to design and roll out new policies, programs, and system changes in a controlled way, representing Governance in upstream design discussions and clearly communicat ... (truncated, view full listing at source)