Principal Product Manager, Directed Workflows

Zillow is hiring a Principal Product Manager to define and deliver AI-first directed workflows for Zillow Home Loans’ sales and service processes. The role owns the product vision, AI agent harness, and evaluation infrastructure across customer engagement and loan production, while partnering with business and technical teams to improve outcomes.

Responsibilities:

• Define and lead a multi-year product vision for Directed Workflows as an AI-first service system spanning engagement and loan production
• Define, with Sales and Business Operations, the sales and service process this system encodes: customer jobs, value at each stage, and how that experience earns attention and advocacy
• Design the AI harness that turns that process into AI agent behavior: context engineering, tool design, memory, orchestration, and guardrails, including where a model should reason, where deterministic systems should execute, and what requires a person. The work the agent produces names the action, intended outcome, quality bar, and skills required to execute
• Own the eval infrastructure you build or integrate: score AI agent output against the intended process, learn from operator feedback in production, and run experiments that show whether the directed work moved the outcome
• Sequence from high-leverage pilots to platform: prove outcomes in focused increments, retire or redesign what does not move the metrics, then expand successful patterns across the financing journey
• Influence across Zillow so the customer experience, the real estate agent experience, and the home finance operator experience operate as one coordinated service, and represent that strategy with senior leaders including risks and trade-offs

Requirements:

• Bachelor's degree in Computer Science, Engineering, Business, or a related field
• 10+ years of product management experience, including ownership of complex systems spanning multiple teams and customer or operator journeys
• Demonstrated experience shipping agentic or decisioning products as a closed loop: designing the AI harness and the eval infrastructure that proved and improved outcomes
• Experience shaping sales or service strategy with business leaders, tying process design to customer jobs, value delivery, and growth
• Strong analytical ability using data, experimentation, and model/product evaluation to improve conversion, quality, or operator productivity
• Track record of influencing senior Engineering, AI, Operations, and business stakeholders around strategy, trade-offs, and execution
• Or an equivalent combination of education and experience
• mortgage or lending experience
• familiarity with workflow platforms, operator surfaces, or capacity-aware routing