About the teamZillow Group is seeking a Senior Manager, Incident Management (M4) to lead our incident and problem management function and elevate how we drive operational excellence across production systems. This role owns the strategy, process, and people behind incident response and problem management, ensuring we not only resolve incidents quickly but prevent recurrence and continuously raise the bar on reliability.At the M4 level, success is anchored in four core areas: Program Leadership: building and scaling the incident and problem management practice across the organization; Problem Management: driving structured root cause analysis and systemic fixes that reduce repeat incidents; AI-Enabled Operations: leveraging AI workflows and tooling to increase the speed, quality, and actionability of incident and problem outputs for internal partners; and People Leadership: developing a high-performing team of incident managers and setting the standard for operational rigor.About the roleResponsibilitiesIncident Management LeadershipOwn the end-to-end incident management program, including process design, tooling, and governance across the organizationServe as executive escalation point and senior decision-maker for critical, high-severity, or cross-functional incidentsSet and enforce standards for incident severity classification, escalation paths, and communication protocolsPartner with Engineering, Product, and business leadership to align incident response with business priorities and risk toleranceDrive executive-level incident communications, ensuring leadership has clear, timely, and accurate visibility into impact and statusProblem ManagementBuild and own a formal problem management practice that connects incident trends to systemic root causesEnsure every significant incident produces a rigorous, blameless root cause analysis (RCA) with clearly owned, tracked corrective actionsEstablish mechanisms to identify recurring issues, chronic risks, and process gaps