Business Operations

• define and lead Zillow’s Customer & Operator Insights program, establishing a unified approach to collecting, synthesizing, and translating signals from customers, operators, quality, analytics, research, and business data into a clear view of priorities.
• build and run a repeatable process that turns fragmented inputs into clear problem statements, themes, and prioritized opportunities.
• translate insights into decision-ready recommendations using structured prioritization based on customer impact, business value, and strategic relevance.
• partner cross-functionally to align on ownership, next steps, and timelines, ensuring recommendations are operationalized and carried through without directly owning all execution.
• establish closed-loop measurement to connect what was heard, what changed, and the resulting customer or business impact.
• support hypothesis development, experimentation, and continuous learning to improve decision quality and deepen understanding of root causes over time.
• serve as a trusted partner to senior leaders by bringing clarity, sound judgment, and strong program management practices to complex, cross-functional work.

Senior Program Manager, Business Operations

• Provide Tier 2 functional support and ticket triage for ERP Materials Management (MM), including analysis, resolution, documentation, and routing of issues
• Support Purchase Requisition (PR) and Purchase Order (PO) end‑to‑end business processes across multiple document types and integrated systems
• Troubleshoot workflow, configuration, and interface issues; research root causes and downstream impacts
• Coordinate with cross‑functional teams, Tier 2 analysts, and U.S. Navy program managers to resolve cross‑system and cross‑command issues
• Participate in User Acceptance Testing (UAT), Integrated Process Team (IPT) meetings, and system enhancement reviews
• Support quality assurance, change management, and functional impact analysis for MM‑related system changes
• Maintain audit‑ready documentation, knowledge articles, and reference materials to ensure continuity and compliance

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Senior Program Manager, Business Operations

Senior Business Process Functional Analyst