About the team

The Content Strategy team is a part of the larger Contact Center Operations team at Zillow Group. We provide our customer-facing partners with the tools and resources required to function with operational rigor as we strive to give people the power to unlock life’s next chapter.

Our Content Strategy team is a dynamic group of strategists, content managers, and editors who collaborate to create engaging, impactful content that drives business results. We work closely with marketing, product, program, enablement, and frontline teams to ensure our messaging resonates across multiple touch points and audiences. Together, we are passionate about storytelling, data-driven decision-making, and continuous improvement. Come join us!

About the role

We are seeking a Director, Content Strategy to lead the creation and execution of a world-class content strategy that aligns with business goals and drives measurable impact. In this role, you will lead all aspects of the development of content initiatives and coordinate the design and implementation of a scalable content strategy inclusive of both internal and external knowledge bases. You will collaborate closely with cross-functional teams to ensure a cohesive content strategy that resonates with relevant stakeholders across multiple functions and lines of business. Additionally, you will oversee a team of content strategists, managers, and editors, ensuring the highest standards of creativity, consistency, and effectiveness.

In this role, you will be responsible for:

Strategy Development & Execution: Develop and execute a comprehensive content strategy that aligns with company objectives and brand voice. In particular, support the development and long-term success of a unified help center for external customers while also supporting our strategy for internal content delivery for frontline teams.
Governance: Establish a content governance framework to ensure brand consistency and alignment across channels. Oversee content calendars and workflows to ensure timely, efficient, and scalable production.
Team Leadership and Collaboration: Manage and mentor a team of strategists, managers, and editors, fostering a culture of creativity and performance. Facilitate collaboration with cross-functional teams to align content with sales, support, product, and customer success goals.
Content Creation & Optimization: Lead the development of high-impact content, leveraging SEO and analytics tools to measure effectiveness and optimize content performance. Identify key audience segments and map content to various stages of both internal workflows and external customer journeys.
Performance Measurement and Reporting: Analyze performance data and feedback to drive improvements and ensure that content is not only effective, but linked to improvements in business outcomes.
Stakeholder Management: Communicate goals, progress, and outcomes regularly to key stakeholders, driving transparency and accountability. Proactively engage leaders and business partners to understand needs and ensure enablement programs address critical gaps in knowledge, skills, or tools.
Cross-Functional Collaboration: Partner closely with cross-functional teams to align content with company objectives.

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, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $167,900.00 - $268,100.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC 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.

Who you are

You are a performance-driven, hands-on leader who balances strategic thinking with operational excellence to deliver content that performs. You think about the big picture, and problem solve for the future by inspiring your team to deliver your vision.

Experience:

Minimum 10+ years of experience in content strategy, with at least 5+ years in a senior leadership position.
Proven experience in content strategy, with a strong portfolio demonstrating content leadership across multiple channels and formats.
Bachelor’s degree in Marketing, Communications, or related field.
Experience delivering for contact center frontline teams strongly preferred.
Experience with enablement mechanisms and frontline training preferred.

Skills and Competencies:

Content Strategy Expertise: Proven experience in creating and executing content strategies that drive engagement and business growth, aligning initiatives with broader business goals.
Leadership: Proven experience leading leaders and developing teams.
Content Optimization & Technology Proficiency: In-depth understanding of content optimization techniques, with a strong knowledge of content and communication platforms and analytics tools.
Data-Driven Mindset: Proven ability to measure, interpret, and act on analytics data to optimize content performance.
Act Decisively: Experience acting decisively in the best interest of the business, creating clarity in team initiatives and their link to company objectives.
Project Management: Skilled in managing multiple content streams, timelines, and priorities
Cross-Functional Collaboration: Proven ability to work across departments, balancing competing priorities and driving alignment.
Executive Presentation & Storytelling: Expert communicator, able to share compelling performance and initiative updates with senior leadership teams.

Transferable Skills

Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

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.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.

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Director, Content Strategy

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