Business Intelligence Manager

About the team As a Business Intelligence Manager within Zillow’s Customer Experience Operations (CXO) organization, you’ll be part of a team that enables data-driven decision-making across the teams responsible for delivering exceptional customer and partner experiences. CXO supports millions of customer interactions each year across Zillow’s platform, spanning multiple products and lines of business. The CXO Business Intelligence team plays a critical role in building trusted data foundations, reporting, and insights that help leaders understand performance, identify opportunities, and scale what works. As a Business Intelligence Manager, you’ll contribute directly to this mission by stewarding the data and reporting assets that power operational execution, analytics, and executive decision-making. About the role As a Business Intelligence Manager, you’ll play a central role in shaping how Customer Experience Operations uses data to manage performance, identify opportunities, and scale what works across the customer journey. You’ll own the core business intelligence assets, reporting, and visualizations that translate complex operational data into clear insights used by CXO leaders to run the business—spanning volume, efficiency, quality, and customer outcomes. This includes building and stewarding data pipelines, defining and maintaining metrics, and delivering executive-ready dashboards that support operational reviews and decision-making. You’ll partner closely with analytics, data engineering, and operations teams to ensure CXO data is accurate, consistent, and trusted, while laying the groundwork for future initiatives such as automation, experimentation, and AI-enabled customer experiences. You Will Get To: Design, build, and own complex business intelligence datasets, semantic layers, and Tableau dashboards that model CXO performance across volume, efficiency, quality, and customer outcomes. Partner closely with data engineering to define data contracts, source system integrations, and transformation logic, ensuring reliable, scalable pipelines from operational systems (e.g., CRM, contact center platforms). Write, optimize, and maintain advanced SQL transformations (CTEs, window functions, performance-tuned queries) used in production reporting and analytics. Establish and steward a clear metric taxonomy and metadata framework, including definitions, documentation, and ownership used consistently across operational and executive reporting. Perform data validation, reconciliation, and root-cause analysis to ensure accuracy, consistency, and trust in CXO reporting. Design BI assets that support downstream use cases, including experimentation, automation, and AI-enabled customer experience initiatives. Create executive-ready dashboards and narratives that translate complex operational data into clear insights, risks, and opportunities. 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 must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions. In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $98,900.00 - $158,100.00 annually. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $94,000.00 - $150,200.00 annually. The base pay range is specific to these locations and may not be applicable to other locations. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role wi ... (truncated, view full listing at source)