Principal Product Manager, Personalization

Zillow

7d • $169,300 - $284,700 • Remote

About The Position

At Zillow, we believe home should be more than just a dream. Our purpose is to make home a reality for more and more people. The Zillow Home Loans (ZHL) Product team is focused on delivering a home financing journey that gives consumers more confidence, transparency, and ease than they can find anywhere else, in a way that is both scalable and profitable. We are reimagining the financing process by integrating it into the Zillow experience used by millions of Americans, connecting it into agent tools and technology, and building systems that empower our operators to deliver consistently at the highest standards. We are a product team with a strong mix of domain expertise and product craft. We partner closely with Engineering, AI, Design and Research, Marketing, and Operations to bring holistic experience innovation to market quickly and to redefine what's possible in home finance. About the role As Principal Product Manager, Personalization, you will connect Zillow's outsized access to America's homebuyers with the financing clarity they need to make meaningful progress toward homeownership. Zillow sits at the center of the home shopping journey, engaging millions of buyers as they explore homes, refine preferences, and work with agents. This vantage point provides visibility into intent and momentum at a scale no standalone mortgage company has. Your mandate is to turn this access into a demand activation system — ensuring buyers receive the right financing intervention at the right moment so they arrive at each milestone informed, confident, and closer to closing. Success isn't measured by clicks or application starts; it's measured by whether the system produces buyers who can realistically close. This includes building ZHL awareness within the shopping experience itself — ensuring financing surfaces at moments where it's genuinely useful, so that buyers come to see Zillow as a natural financing partner rather than a separate product to be discovered. You will leverage marketplace and operational intelligence to: Detect where a buyer is in their journey — using onsite behavior, agent activity, loan officer engagement, and financing milestones Leverage dynamic segmentation grounded in real behavior, intent, and trajectory Activate coordinated engagement strategies across digital, partner, and agent channels — ensuring digital surfaces and human touchpoints feel coherent, not siloed Shape how financing is positioned so that it steers buyers toward being offer-ready rather than simply generating surface engagement This role ensures financing is experienced not as a late-stage hurdle, but as an integrated, decision-enabling companion to home search — helping more buyers pursue homes that align with both their aspirations and their purchasing power.

Requirements

• A principal-level product leader with 8+ years of experience building personalization systems, lifecycle intelligence platforms, marketplace growth systems, or decisioning frameworks at scale, or equivalent experience delivering similar capabilities.
• Experienced defining and evolving segmentation strategies that meaningfully inform engagement, positioning, and portfolio prioritization — not just analytics reporting.
• Demonstrated experience building or owning Next Best Action systems or similar decisioning capabilities in close partnership with AI and data science teams, translating behavioral signals and models into contextual product experiences with clear guardrails and measurable outcomes.
• Experienced shaping engagement or sales strategies with business stakeholders and Marketing, translating strategic intent into scalable product capabilities and coherent messaging.
• A strong systems thinker who understands how infrastructure, intelligence, and experience layers connect, with a track record of building durable personalization capabilities and influencing across complex, matrixed organizations.
• Analytical and outcome-oriented, with experience using experimentation and measurement to evolve personalization systems over time; experience in marketplace platforms, fintech, real estate, or other regulated industries is a plus.
• Comfortable working in fast-moving, highly cross-functional environments and communicating clearly with technical and non-technical partners.
• 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.

Responsibilities

• Own the lifecycle personalization strategy across Zillow Home Loans, ensuring financing guidance is contextually aligned to buyer intent, trajectory, and stage of journey.
• Own and evolve the segmentation strategy for Zillow Home Loans, ensuring buyers are grouped and prioritized based on real behavior, intent, and momentum rather than static attributes.
• In partnership with Sales, own the engagement strategy for financing — defining how and when financing is introduced, how interactions evolve across segments and stages, and how digital and human touch-points work together to advance the buyer's journey.
• In partnership with Marketing, define how financing value is positioned across segments and stages — ensuring messaging is contextually relevant, confidence-building, and calibrated to buyer readiness. Marketing owns execution; you ensure it's informed by the intelligence your system produces.
• Own the Next Best Action system that translates segmentation, engagement strategy, and messaging strategy into contextually relevant financing guidance across Zillow experiences, in close partnership with AI teams.
• Define and evolve the infrastructure that enables onsite personalization across Zillow surfaces, ensuring financing experiences dynamically reflect buyer context and are delivered coherently across digital touchpoints and onsite communications.
• Establish evaluation frameworks and experimentation strategies that continuously improve how personalization drives buyer progression and confidence.
• Define mobile as a first-class surface for demand activation. A large share of purchase intent forms on mobile — shorter sessions, lower form tolerance, contextual usage. You'll design mobile-native steering moments, not ported desktop experiences.
• Partner across AI, Engineering, Design, Marketing, and Operations — and closely with peer PMs who own loan officer engagement, agent collaboration, communication infrastructure, and workflow foundations — to ensure the intelligence your system produces is activated consistently across surfaces.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed
• Number of Employees: 101-250 employees