10 Zillow operations leaders
Joanna Kao, Vice President, Rentals Sales & Support Operations at Zillow, is one of ten Zillow operations leaders listed here, alongside people who hold vice president and senior director roles in business, support and closing operations at Zillow and Zillow Home Loans. A reader can learn how operations leaders work at Zillow from people who have held the role.
Professionals to explore
Erin Potocki
LinkedInExperience: Vice President, Business Operations · Zillow
Erin Potocki has been Vice President, Business Operations at Zillow since February 2026 and was Senior Director, Business Operations there from 2023 to 2026, based in Seattle. The profile describes a former management consultant working on strategic initiatives to help create a seamless real estate transaction experience with Zillow Home Loans.
Felicia W.
LinkedInExperience: Senior Director-Support Services · Zillow
Felicia W. has been Senior Director-Support Services at Zillow since July 2023, a role listed at the director level. Felicia W. was Director-Partner Support, Contact Center Ops at Zillow from 2022 to 2023, Director Contact Center Operations- Workforce Planning there from 2020 to 2022 and Senior Manager-Operations Planning at A Place for Mom from 2018 to 2020.
Joanna Kao
LinkedInExperience: Vice President, Rentals Sales & Support Operations · Zillow
Joanna Kao has been Vice President, Rentals Sales & Support Operations at Zillow since December 2025, based in San Francisco. Joanna Kao was Vice President, Business Operations at Zillow from 2024 to 2025, Senior Director, Business Operations there from 2021 to 2024 and Director, Strategy and Analytics there from 2016 to 2020.
John Moffatt
LinkedInExperience: Sr Director, Biz Ops · Zillow Home Loans, LLC
John Moffatt has been Sr Director, Biz Ops at Zillow Home Loans, LLC since July 2025, a role the profile lists at the director level in the operations department. John Moffatt was VP, Revenue & Project Operations at Realm from 2024 to 2025, GM, Mortgage at Orchard from 2023 to 2024 and Head of Origination Operations at Better from 2018 to 2022.
Kathleen Berroth
LinkedInExperience: Vice President Strategic Operations & Partnerships · Zillow
Kathleen Berroth has been Vice President Strategic Operations & Partnerships at Zillow since November 2019, based in Portland, Oregon. Kathleen Berroth was Director, Strategy and Business Operations at Twilio from 2018 to 2019 and Director - Investment Management at Omidyar Network from 2016 to 2018.
Liz Stenhouse
LinkedInExperience: Sr Director, Operations Strategy · Zillow
Liz Stenhouse has been Sr Director, Operations Strategy at Zillow since October 2024, and the headline lists AI and automation ROI, customer support and service model design. Liz Stenhouse was Sr Director, Technology Operations and Platform Success at Expedia Group from 2022 to 2024 and VP and Senior Director, Customer Experience and Digital Operations at Comcast from 2016 to 2022.
Maria Cristina Cruz
LinkedInExperience: Senior Director, Enhanced Markets Growth & Operations · Zillow
Maria Cristina Cruz has been Senior Director, Enhanced Markets Growth & Operations at Zillow since December 2025, and the profile says the role leads strategy, programs and frontline teams for the Emerging (SMB) segment. Maria Cristina Cruz was Senior Director, Seller Partner Operations & Sales Operations at Zillow from 2024 to 2026.
Ramina McHenry
LinkedInExperience: Senior Director, Closing Operations · Zillow
Ramina McHenry has been Senior Director, Closing Operations at Zillow since April 2021, based in the Los Angeles area. Ramina McHenry was Vice President, National Account Manager at Timios Inc from 2020 to 2021 and National Closing Manager at WFG National Title Insurance Company from 2010 to 2020.
Shannon Lewis
LinkedInExperience: Senior Director, Operations · Zillow
Shannon Lewis has been Senior Director, Operations at Zillow since February 2026, based in New York. Shannon Lewis was Director, Sales Operations & Program Management at Zillow from 2022 to 2026, Senior Manager, Program Management there from 2021 to 2022 and Senior Manager, Revenue Operations at XO Group Inc. from 2015 to 2017.
Stephen Mills
LinkedInExperience: Senior Director, Head of Business Operations - Rentals · Zillow
Stephen Mills has been Senior Director, Head of Business Operations - Rentals at Zillow since January 2025 and was Senior Director, Head of Strategy & Business Operations - CFO Team there from 2023 to 2025. Stephen Mills was Chief Operating Officer, Consumer Banking at Morgan Stanley from 2019 to 2022.
Choose the right perspective
Pick the person whose operating area is closest to your question, since rentals, business operations, support services, closing, mortgage and growth operations leaders each handle different problems. Check when each person started the role to judge how recent the experience is.
Questions to take into the conversation
- 01What did you focus on first when you took on your operations leadership role at Zillow?
- 02How do you decide which operating metrics matter most in your own area?
- 03What has your own work taught you about scaling support and frontline teams in a marketplace business?
Reaching Zillow operations leaders
How can I contact one of these Zillow operations leaders?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 2 companies: Zillow and Zillow Home Loans, LLC, based on profile data retrieved on October 20, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach Zillow operations leaders?
You choose the offer, starting at $5 per person. The offer is what the person receives, and Instant Expert's fee is added on top, so a $100 offer costs you $125. The fee is 20% of what you pay. You're charged only when the person books the call or sends the answer.
What if they don't reply?
You pay nothing. Instant Expert sends follow-up reminders, and if the person hasn't booked or answered within 7 days, the request expires and any hold on your card is released. You can invite several of the 10 people on this list at once and cap your total spend, so you pay only for the ones who accept.
Can an AI agent ask one of these Zillow operations leaders a question?
Yes. An agent with a USDC wallet on Base can ask one question without an Instant Expert account. It names the person, for example by the LinkedIn URL on this page, and pays per ask over x402 (HTTP 402). The person answers in writing or by voice note, and if nobody answers within 7 days, the payment goes back to the wallet automatically. Claude and ChatGPT can do the same through the Instant Expert connector: setup is at /docs/mcp for Claude and /docs/chatgpt for ChatGPT. x402 docs
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot; roles marked former had ended by then. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.
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