• Architect the Support vision by defining and executing a roadmap that transitions Zillow Rentals from reactive ticketing to a proactive, AI-first support model. • Lead the strategy and implementation of AI agents and LLM-powered self-service tools to increase support deflection while maintaining high customer satisfaction (CSAT) scores. • Own the “buy vs. build” and consolidation strategy for core platforms such as Salesforce and Zendesk, ensuring seamless data and workflow integration between Sales and Support. • Design and scale an onboarding framework that balances speed-to-live for new partners with high-quality listings and a strong end-to-end renter experience. • Define and monitor “North Star” support metrics (for example, cost-per-resolution, support impact on customer lifetime value (LTV), and AI accuracy) and deliver clear, executive-level insights to senior leadership. • Partner closely with Engineering, Data Science, and Product teams so Voice of the Customer insights from Support directly influence the Zillow Rentals product roadmap.