HR Generalist, Employee Service Center

About the Role

The Employee Service Center is a vital part of Zillow's People Org, responsible for delivering fast, accurate, and scalable HR support to a distributed workforce. The Tier 3 function within the ESC is designed to handle routine but nuanced HR work, requiring nuanced judgment, data interpretation, and cross-functional coordination. This role will own intake, triage, and resolution for a large share of routine but nuanced HRBP work, logging and tracking work in ServiceNow to create visibility into patterns and opportunities for improvement.

Zillow's commitment to creating a positive work environment and supporting the growth and development of its employees makes this role an exciting opportunity for HR professionals looking to make a meaningful impact. The company's dedication to innovation and excellence is reflected in its approach to HR, and this position will play a key role in driving these efforts forward.

What You Will Do

• Provide advanced manager coaching, case coordination, and project support across annual review, performance management, talent acquisition, and other management functions
• Partner closely with HRBPs to execute people and talent strategies, including performance, annual review, and org health efforts
• Log and track work in ServiceNow to create visibility into patterns, escalation accuracy, and opportunities to push work down to Tier 1/2 with clear SOPs over time
• Serve as a primary point of contact for mid-level managers for complex but non-strategic HR questions, providing clear guidance rooted in policy, practice, and risk awareness
• Handle a broad portfolio of Tier 3-aligned work, including reporting and analytics, annual review, performance management, talent acquisition coordination, and miscellaneous requests
• Apply clear triage rules to determine when work belongs in Tier 1/2, Tier 3, or HRBP, documenting decisions and escalating appropriately when business strategy, senior leader relationships, or elevated risk are present
• Support annual and cyclical HR programs by coordinating tasks, tracking progress, enabling managers with templates and guidance, and surfacing risk
• Collaborate with HRBPs to develop and implement HR initiatives, ensuring alignment with business objectives and compliance with regulatory requirements
• Develop and maintain strong relationships with stakeholders, including managers, HRBPs, and other team members

What We Are Looking For

• 3+ years of experience in HR, preferably in a generalist or operations role
• Strong knowledge of HR principles, practices, and laws, including employment law and regulatory requirements
• Excellent communication, coaching, and project management skills
• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines
• Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions
• Experience with HR systems, including ServiceNow, and proficiency in Excel
• Strong business acumen, with the ability to understand and support business objectives
• Ability to maintain confidentiality and handle sensitive information with discretion
• Strong collaboration and teamwork skills, with the ability to work effectively with cross-functional teams

Nice to Have

• Experience in a remote or distributed workforce environment
• Knowledge of talent management and acquisition principles, including recruitment and hiring practices
• Certification in HR, such as SHRM-CP or PHR
• Experience with data analysis and reporting tools, including Google Analytics or Tableau
• Knowledge of employment law and regulatory requirements, including compliance and risk management

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a dynamic and growing company
• Collaborative and supportive work environment
• Professional development and growth opportunities
• Flexible work arrangements, including remote work options
• Access to cutting-edge technology and tools
• Comprehensive health and wellness programs
• Generous PTO and holiday schedule
• Employee recognition and reward programs

• Make sure to highlight your experience with HR systems, including ServiceNow, and proficiency in Excel, as these skills are essential for the role.
• Develop a strong understanding of HR principles, practices, and laws, including employment law and regulatory requirements, to demonstrate your expertise.
• Showcase your analytical and problem-solving skills, with the ability to interpret data and make informed decisions, to stand out as a strong candidate.
• Be prepared to discuss your experience working in a fast-paced environment, prioritizing multiple tasks and deadlines, and your ability to maintain confidentiality and handle sensitive information with discretion.
• Demonstrate your ability to develop and maintain strong relationships with stakeholders, including managers, HRBPs, and other team members, to show your collaboration and teamwork skills.
• Consider obtaining certification in HR, such as SHRM-CP or PHR, to demonstrate your commitment to the field and enhance your chances of success.
• Be prepared to discuss your experience with talent management and acquisition principles, including recruitment and hiring practices, to demonstrate your knowledge of these areas.