About Proper Proper is leading a new era in property management through technology, innovation, and growth. With an expanding portfolio and multiple companies under the CEO’s leadership, this is an exciting time to join our team. We are looking for a highly skilled, proactive, and reliable Virtual Executive Assistant to support our CEO in a dynamic and fast-paced environment. Position Overview  We are seeking a highly operational, systems-oriented leader to build and scale a best-in-class recruiting and onboarding infrastructure across our platform. The Director of Recruiting & Onboarding Operations will be responsible for designing, standardizing, and optimizing the end-to-end hiring and onboarding experience across multiple companies and employee segments.    Key Responsibilities  - Design and implement standardized recruiting and onboarding processes - Build scalable workflows, playbooks, and SOPs to ensure efficiency and consistency - Manage the end-to-end candidate journey and improve candidate experience - Optimize ATS and HR systems, including integrations with key platforms - Develop and track recruiting KPIs, dashboards, and performance metrics - Use data, automation, and AI to improve processes and decision-making - Partner with cross-functional teams to align priorities and drive execution - Support implementation, change management, and adoption of new tools and processes What Success Looks Like  - A fully standardized, scalable recruiting and onboarding infrastructure across the platform.  - A seamless and efficient candidate and hiring manager experience.  - Strong adoption and optimization of ATS and HR systems.  - Clear visibility into recruiting performance through data and analytics.  - Effective use of AI and automation to improve speed, quality, and efficiency.

• Analyze fraud signals, claims data, and operational metrics to identify risks, patterns, and inefficiencies • Lead initiatives to strengthen controls, automate workflows, and reduce manual handling • Define and track KPIs to measure quality, efficiency, and risk exposure • Manage BPO partners on claims and fraud checks processing: set standards, monitor performance, and drive continuous improvement • Work with Data and Tech teams to build better detection and automation capabilities • Feed insights back to Product and internal stakeholders to improve user journeys and reduce fraud risk

• Vendor oversight for dispute and fraud workflows, ensuring adherence to regulatory requirements, SLAs, and quality standards • Day-to-day performance management across offshore BPO partners, including KPIs, reporting, and ongoing calibration • Audit and control processes that identify gaps in dispute handling, documentation, and compliance readiness • Root cause analysis across disputes, chargebacks, and operational errors — and the actions that prevent repeat issues • Cross-functional workflows with Risk, Compliance, Legal, Fraud, and Product to improve dispute accuracy and operational clarity • SOPs and process design for new products, regulatory changes, and evolving servicing models

• Own day-to-day execution and operational stability across Corporate Card, Expense Operations, and Executive Aviation support • Day-to-day maintenance and support of the Zillow Group corporate card and expense program, monitoring employee inquiries, providing assistance and identifying opportunities for enhancements • Maintain audit-ready documentation, reporting accuracy, and timely issue resolution • Monitor control adherence, identify gaps, and drive corrective actions to reduce compliance risk • Track KPIs and operational metrics to ensure stable performance • Provide day-to-day tactical oversight of the BPO team to ensure consistent execution • Collaborate with Travel, Expense, and Card Program Managers to ensure operational continuity and risk mitigation.