Workforce Capability Lead

About the team

CXO Enablement helps frontline employees and leaders build the capabilities
required to deliver exceptional customer experiences in a rapidly changing,
AI-supported environment. We serve as strategic, consultative thought partners
across Operations, Quality, Content, Product, Talent & other business teams to turn
strategy & performance needs into scalable systems for learning, practice, coaching,
knowledge & reinforcement. Our aim is to make strong performance more
predictable, scalable & sustainable through learning solutions that go beyond
traditional training modalities.

About the role

As Workforce Capability Lead, you will partner with business leaders to design, implement & continuously improve the systems through which frontline employees & leaders build capability. You will strategically collaborate across Operations, Quality, Knowledge, Content, Product, Talent & other business teams to design, implement & continuously improve the systems through which frontline employees & leaders build capability. Using quality intelligence, knowledge signals, business metrics & frontline feedback, you will translate insights into prioritized actions that measurably improve workforce readiness & business performance. This role is designed for a seasoned Enablement professional who can navigate partially defined problems, make sound day-to-day decisions & balance immediate execution with long-term system improvement. You will create system-level architecture & creative solutions across learning, coaching, practice & performance support.

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 $90,900.00 - $145,100.00 annually. 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 $86,300.00 - $137,900.00 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 will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

● A systems thinker who can connect business priorities, employee behavior, workflows, tools, leadership routines & customer outcomes.

● A structured problem solver who is comfortable probing uncertainty, defining the problem, testing assumptions & making professional recommendations with incomplete information.

● A trusted cross-functional partner who can influence without formal authority, navigate competing priorities & move groups toward clear decisions.

● An innovator who combines established learning & Enablement practices with creative approaches suited to the problem.

● An outcome-oriented operator who balances strategic thinking with disciplined execution, documentation, follow-through & proactive, transparent communication.

● A clear communicator who can turn complex information into concise narratives, decisions & actionable plans. Responsibilities

● Own a portfolio of workforce-capability programs from discovery & prioritization through design, implementation, sustainment & retrospective.

● Diagnose performance & readiness needs, translating business strategy, performance data, quality trends & stakeholder insights into clear problem statements, measurable outcomes & learning plans.

● Align partners such as Product, Quality Intelligence, Content Strategy, Learning & Development & Operations on priority, scope, roles, decisions, timelines, dependencies & delivery expectations; communicate progress, risks, results & recommendations to frontline partners & Senior Leaders.

● Provide consultative guidance to leaders, constructively challenging requests when another modality would better address the underlying performance need.

● Design system-level Enablement architecture connecting learning, guided practice, coaching, performance support, knowledge, communications, workflows & reinforcement. Redesign what is not working.

● Develop manager-enablement systems that equip leaders to reinforce expectations, coach effectively & sustain performance after formal learning ends.

● Equip existing CXO Enablement team with frameworks, tools & working practices that help them evolve from delivering individual programs to designing scalable, system-level Workforce Capability architecture.

Qualifications

● 5+ years of relevant experience in Enablement, Learning & Development, program management, performance consulting or an equivalent combination of experience.

● Demonstrated experience building system-level Enablement programming through discovery, design, delivery, implementation, sustainment & measurement.

● Experience using quantitative & qualitative evidence to diagnose performance needs & evaluate Enablement impact.

● Experience designing scalable solutions for frontline customer-facing & people-leader audiences.

● Strong stakeholder management, facilitation, written communication & executive-ready storytelling skills.

● Operational knowledge of adult learning-based capability design, behavior change, coaching, change management & performance-support principles.

● Demonstrated experience applying learning, content, analytics, collaboration & AI-enabled tools such as Docebo, Jira, Highspot, Google Workspace & Replit to design scalable workforce capability solutions.

Get to know us

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 people 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 reshaping an industry and helping more people make home a reality.

How we work is a key part of that transformation. Through Cloud HQ, our strategic approach to distributed work, most employees have the flexibility to work from wherever they’re most productive—enabling us to move fast, stay connected and deliver on our people promise. 

Zillow is honored to be recognized among the best workplaces in the U.S. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2026, and included on TIME’s America’s Best Companies 2026 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.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.