About the teamZillow Group's Customer Experience Operations Business Intelligence & Analytics team builds the trusted data foundation behind how we understand, measure, and improve the customer experience. We connect operational, customer, workforce, financial, product, and support signals into governed data products and analytics that power leadership decisions, operational performance, customer intelligence, self-service analytics, and AI-enabled experiences, so teams can rely on consistent definitions, reusable data products, trusted metrics, and scalable semantic logic.As customer experience evolves across human support, self-service, automation, and AI-assisted service, the data foundation underneath has to evolve with it. This Principal Business Intelligence Manager role helps define that foundation, shaping the architecture, standards, and data-product strategy that make our intelligence scalable, trustworthy, and reusable.About the roleThis is a senior individual-contributor role for someone who can set the technical and data-product direction for one of the most consequential data foundations at Zillow, the governed layer behind how we understand and improve the customer experience.The customer experience organization runs across many systems, business lines, and support channels, and today the same business question can get different answers depending on the source, dashboard, or team producing it. As we move further into AI-assisted service, self-service analytics, and conversational analytics, governed, reusable, AI-ready data foundations become essential.As a Principal Business Intelligence Manager, you will own the target-state architecture, the semantic-layer strategy, the taxonomy and definition standards, the cross-system identity and linkage strategy, and the reusable data-product patterns that make this ecosystem trustworthy and scalable. You will lead through technical depth, architecture, influence, and hands-on problem-solving, partnering a