Principal Product Manager, Personalization

Zillow is a leading real estate platform focused on making home ownership a reality for many. As a Principal Product Manager for Personalization, you will connect homebuyers with the financing clarity they need, ensuring they receive timely and relevant financing interventions throughout their home buying journey.

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

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