Zillow

• Capture industry-leading, professional still photography, listing videos, 3D or 360° virtual tours, drone photography & videos (depending on a business need), and social media videos for for-sale or for-rent properties • Utilize advanced photography techniques and equipment to showcase the unique features and aesthetics of each property, allowing sellers and real estate agents to market their listing in the best light • Coordinate and interact with clients on-site to understand their specific photography needs and expectations • Provide guidance and direction to clients and property owners during photography sessions to achieve desired results and maximize the visual impact of images • Use cutting-edge proprietary technology to create captivating rich media experiences • Ensure that all photographs adhere to brand guidelines and represent properties accurately and attractively • Manage and maintain photography equipment, including cameras, lenses, and accessories, to ensure optimal performance and reliability • Organize and upload captured media for post-processing, meeting all deadlines and appointment punctuality, and adhering to availability guidelines. • Stay updated on industry trends and best practices in real estate photography to continually improve skills and techniques • Develop creative concepts and ideas for photography to effectively showcase the unique selling points of each property • Collaborate with other team members such as Regional Managers, Market Leaders, and photographers as well as external partners such as real estate agents and marketing professionals to deliver cohesive visual assets for marketing campaigns and promotional materials • Adapt to future media, product, service, capture, or processing changes • Represent Zillow Media Experts in a professional manner

• Capture industry-leading, professional still photography, listing videos, 3D or 360° virtual tours • Utilize advanced photography techniques and equipment to showcase properties • Coordinate and interact with clients on-site to understand specific photography needs • Provide guidance and direction to clients and property owners during photography sessions • Ensure all photographs adhere to brand guidelines • Organize and upload captured media for post-processing

• lead a team of collections professionals • set strategic and operational direction for your team • drive quarterly reductions in past-due AR balances • own end-to-end collections operations • lead onboarding, training, and implementation of BPO partners • maintain and enforce corporate credit policy

• Advance Zillow’s WFM strategy for evolving CX operations • Lead the design and execution of demand forecast and scenario-based capacity planning models for nascent products, new lines of business, and non-traditional contact center scenarios to predict future staffing requirements • Establish scalable frameworks for forecasting, capacity planning, and resource optimization across multiple channels (voice, chat, email, ticketing, etc) • Engage with program and business partners, data science, operations, vendor management and finance teams to align on assumptions, inputs, and outputs for capacity planning models • Act as the enterprise subject matter expert for capacity planning, forecasting, and workforce strategy • Develop and implement strategic workforce plans that align with organizational goals across different time horizons • Evaluate and introduce new technologies, automation, and AI-driven planning approaches to improve forecasting methodologies • Define and measure the impact of both digital and human-led initiatives on capacity inputs

Role Description As an Aryeo/RMX Support Consultant at Zillow, you’ll provide frontline support to photographers and agents, helping them get the most out of our media and listing experience products, including Zillow 3D Home, Aryeo (Pro & Lite), and Listing Showcase. You’ll troubleshoot technical issues, educate customers on best practices, and partner with internal teams to share feedback and improve our products. You’ll work in a fast-paced, metrics-driven environment where delivering excellent customer experiences is a top priority. What You’ll Do - Provide exceptional customer support via phone, email, and chat to photographers and agents. - Troubleshoot and resolve technical issues across Zillow 3D Home, Aryeo (Pro & Lite), Listing Showcase, and related workflows. - Become an expert in our tools and processes, including internal systems such as CRMs and Slack. - Respond to customers within defined service levels, taking full ownership from first contact through resolution. - Stay current on product updates, fixes, and new feature releases and explain changes clearly to customers. - Meet or exceed productivity, quality, and customer satisfaction metrics. - Document customer interactions and troubleshooting steps accurately in our CRM. - Identify and surface trends, bugs, and recurring issues to cross-functional partners (e.g., Product, Engineering). - Contribute to a positive team environment by sharing knowledge and best practices. - Support a flexible schedule, including weekend availability, as needed. Who you are - 1+ years of customer support experience, with 6+ months in technical support preferred. - Excellent written and verbal communication skills in English. - Proven ability to troubleshoot technical issues and explain solutions to users with varying technical comfort levels. - Experience using CRM systems and supporting customers across phone, email, and chat. - Comfortable working in a fast-paced, changing environment and managing multiple priorities. - Strong attention to detail and commitment to accurate documentation. - Resourceful, curious learner who is eager to stay up to date on new products, features, and fixes. - Reliable, high-speed internet connection suitable for remote support, including calls and screen sharing. - Willingness to work a flexible schedule, including weekends. Compensation - In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $21.60 - $34.60 hourly. - In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $20.60 - $32.80 hourly. - In addition to a competitive base salary, this position is also eligible for equity awards based on factors such as experience, performance, and location.

• Capture industry-leading, professional still photography, listing videos, 3D or 360° virtual tours, drone photography & videos (depending on a business need), and social media videos for for-sale or for-rent properties • Utilize advanced photography techniques and equipment to showcase the unique features and aesthetics of each property, allowing sellers and real estate agents to market their listing in the best light • Coordinate and interact with clients on-site to understand their specific photography needs and expectations • Provide guidance and direction to clients and property owners during photography sessions to achieve desired results and maximize the visual impact of images • Manage and maintain photography equipment, including cameras, lenses, and accessories, to ensure optimal performance and reliability • Organize and upload captured media for post-processing, meeting all deadlines and appointment punctuality, and adhering to availability guidelines • Stay updated on industry trends and best practices in real estate photography to continually improve skills and techniques • Develop creative concepts and ideas for photography to effectively showcase the unique selling points of each property • Collaborate with other team members such as Regional Managers, Market Leaders, and photographers as well as external partners such as real estate agents and marketing professionals to deliver cohesive visual assets for marketing campaigns and promotional materials

• Manage a book of top-spending, highly engaged homebuilder clients, delivering strong relationships and consistent, high-quality service • Own your sales targets, meeting and exceeding quarterly quotas while contributing to team revenue growth • Nurture builder relationships through regular communication, in-market visits, and strategic collaboration at the divisional and regional level • Serve as the primary expert and point of contact for divisional inquiries, providing insights and support that drive partner success • Lead Quarterly Business Reviews by contributing divisional performance insights and actionable recommendations • Deliver product education and platform training to builder teams, equipping them to maximize Zillow's advertising solutions • Prepare reports and analysis for scheduled and ad-hoc calls, supporting accurate forecasting and decision-making • Monitor industry trends and market developments to keep builder partners informed with current, relevant context

• Manage complex and escalated leave of absence cases, including FMLA, ADA/ADAAA, STD, LTD, state-mandated leaves, military leave, caregiver leave, domestic partner leave, and parental leave. • Support the ADA interactive process: evaluate restrictions, explore accommodation options, and document each step • Coordinate stay-at-work and return-to-work accommodations such as reduced schedules, travel modifications, job restructuring, and equipment. • Respond to multi-state inquiries on employee eligibility. • Ensure claims, pay, and job protection align with policy and law. • Partner with HRBPs and managers to help them navigate leave processes. • Escalate systematic issues, discrepancies, or compliance risks to the Leave Program Manager, accompanied by documented findings.

• Research and recommend acquisition opportunities • Provide financial and strategic analysis of acquisition targets • Collaborate with business leaders, finance, and legal to enable an integrated perspective on M&A transactions • Support all transaction phases, including sourcing, financial analysis, due diligence, structuring, negotiation, closing, and integration • Build detailed, flexible long-term financial models for Zillow Group’s overall business in connection with key opportunities and initiatives, including partnerships • Develop analysis, synthesize and analyze data, and apply strategic frameworks to help drive business decisions • Serve as partner to the Strategy & Partnerships team, in connection with the evaluation and execution of new strategies and partnership opportunities • Collaborate with business leaders to develop strategies, evaluate business opportunities, and provide recommendations based on detailed analysis

Role Description As a Senior Investor Suspense Analyst , you will take ownership of the team’s most complex post-closing suspense scenarios and help drive loans to investor purchase. This is an opportunity for a highly skilled mortgage professional who brings strong technical judgment, thrives in ambiguity, and knows how to work across partners to solve difficult file-level issues. In this role, you will play a visible part in improving processes, supporting complex research and validation, and helping strengthen a critical function within Zillow Home Loans. You Will Get To: - Own and manage a pipeline of complex investor suspense files, including escalations, non-routine conditions, and time-sensitive post-closing issues. - Research root causes, review documentation, and determine the most effective path to resolution for challenging file-level issues. - Recalculate income, interpret automated underwriting findings, and assess mortgage documentation to resolve issues preventing investor purchase. - Validate investor conditions by identifying missing documentation, confirming whether conditions have already been satisfied, and escalating or challenging issues when appropriate. - Partner closely with leadership, loan delivery, credit policy, and cross-functional mortgage operations teams to resolve documentation, data, and process gaps. - Navigate internal tools, loan files, and investor or aggregator systems to research issues, document findings, and keep high-priority files moving toward sale. - Exercise sound independent judgment while balancing speed, quality, risk awareness, and customer impact. - Identify trends, recommend process improvements, and help create greater consistency in how investor suspense files are worked across the team. - Serve as a thought partner on complex mortgage scenarios while helping strengthen team knowledge, workflow discipline, and overall operational effectiveness. 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 $32.60 - $52.00 hourly. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $31.00 - $49.40 hourly. 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 will not be paid below the salary threshold for exempt employees in the state where they reside. Qualifications - 5+ years of relevant mortgage operations experience, with meaningful depth across processing, funding, closing, post-closing, investor suspense, underwriting, or related backend mortgage functions. - Strong knowledge of underwriting concepts, income calculation, automated underwriting findings, mortgage documentation review, and post-closing file analysis. - Experience diagnosing and resolving complex mortgage issues through independent research, sound judgment, and thoughtful decision-making. - Ability to assess investor conditions, determine whether requirements have been satisfied, and identify the best path to resolution. - Strong problem-solving skills, file judgment, and comfort operating in ambiguous, high-pressure situations. - Clear, professional written and verbal communication skills, with the ability to navigate sensitive situations and partner effectively across teams. - Strong attention to detail, risk awareness, and ownership in a high-volume, deadline-driven environment. - Comfort working across multiple systems, tools, and workflows, including Outlook, Word, Excel, Google Workspace equivalents, and mortgage-specific platforms. Preferred Qualifications - Prior underwriting experience. - Direct investor suspense experience and strong post-closing exposure. - Experience working with loan delivery, investor purchase conditions, or post-closing escalations. - Familiarity with Airtable or similar workflow and pipeline management tools. - Experience in a fast-growth or process-light environment where flexibility and initiative are important. Company Description At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality. Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025 , and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow. No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together. Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.