Senior GTM Process Architect

We're seeking a singular authority on GTM process architecture reporting to the Director of GTM Productivity. You will define how Zillow's sales and customer success workflows operate, set the design standards that GTM Systems builds to, and own the process blueprint that governs how work flows across the entire GTM motion.

This is not a Salesforce admin or hands-on engineer role. System builds and integrations sit with GTM product and engineering teams. But you bring enough technical fluency to design processes that are practical to build, speak credibly with engineers and product managers about trade-offs, and ensure your process designs survive contact with the real technology stack.

Your output is the authoritative process blueprint: swim-lane designs, decision trees, workflow specs, and implementation requirements that are practical to build, easy to adopt, and directly tied to seller productivity outcomes. There is no peer in this function; you set the standard.

What You'll Own

GTM Process Design

Own the design of core sales workflows, lead routing, opportunity type and progression, pipeline hygiene, activity capture, and the handoff from Sales to Customer Success.

Map the full current-state lead-to-close journey, identifying friction points, redundant steps, manual workarounds, and automation opportunities.

Define future-state process blueprints: swim-lane diagrams, decision trees, exception paths, and field-level data standards ready for implement.

Maintain a prioritized process improvement roadmap sequenced by seller impact and implementation feasibility.

Own the intake and triage of process-change requests from Sales, CS, and Enablement, translating field feedback into scoped design problems.

Seller Productivity & Outcomes

Define non-selling time per rep as the north-star metric, every design decision is evaluated against whether it reduces admin burden or eliminates a manual step.

Design lightweight KPIs and leading indicators for each workflow, partnering with BI to surface them in existing dashboards rather than creating new reporting infrastructure.

Run regular workflow-health reviews with Sales and CS field teams to catch adoption breakdowns or process drift before they become systemic.

Cross-Team Partnership

Serve as the upstream design partner for the technical team, producing implementation-ready specs that product, engineers and admins can act on without re-interpreting the intent.

Coordinate with Governance & Deal Ops to ensure process designs include the right control points and data integrity checkpoints without over-engineering the seller flow.

Partner with Product and Engineering at the design stage, before features are built, so new GTM capabilities land cleanly into existing workflows.

Drive change management for process launches in partnership with Enablement: communications, training briefs, and adoption tracking.

5 - 8 years in Revenue Operations, Sales Operations with a process and systems design role within a SaaS or technology company.

Exposure to AI or automation tools in a GTM context, you've thought about where AI outputs belong in a rep workflow, not just that AI exists.

A track record of designing GTM workflows that shipped and were adopted, you've seen your blueprints go live and measured what happened afterward.

Working knowledge of Salesforce architecture: objects, relationships, record types, flows, and automation logic, well enough to design for the platform without being the one to build on it.

Experience translating process designs into business requirements that CRM admins, product and engineers could act on directly.

Familiarity with the broader GTM tech stack (Gainsight, Outreach, Salesloft, Gong, Highspot) at a workflow level: how reps use these tools day-to-day and how data moves between them.

Systems thinking: you understand how upstream process changes ripple into data quality, reporting, and rep behavior, and you design to minimize unintended consequences.

Data fluency: comfortable with SQL or BI tools (Tableau, Looker) to validate workflow data quality and measure adoption.

Structured communicator: you produce a one-page swim-lane that a VP of Sales immediately understands and a Salesforce architect can implement — same document, two audiences.

Comfortable operating at the boundary between strategy and execution, you hold the design standard without being precious when field reality requires pragmatism.

At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.

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.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.