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Wayfair Senior Product Manager, Post-Delivery Experience in Boston, Massachusetts

<p><strong>Who We Are</strong></p>

<p><span style="font-weight: 400;">Wayfair’s Product team attracts entrepreneurial, value-oriented decision makers who drive the development of the world-class software products that power Wayfair’s transformation of retail for home. We create the web and app experiences that make Wayfair a delightful place to shop, establish new and innovative services for customers, and build the backbone of Wayfair’s pricing, merchandising, supply chain, and enterprise operations. We leverage data, user-centric design, machine learning, and Agile to exceed customer expectations and achieve operational excellence, fueling company growth at 32M active customers across 2 continents. Our work requires us to move fast and collaborate with some of the best engineers, creatives, data scientists, operators, and analysts.</span></p>

<p><span style="font-weight: 400;">Customer service is a key investment area and a competitive differentiator for Wayfair. The mission of the Post-Order Experience team is to ensure customers have a seamless experience after purchasing an item across a broad scope that spans all our sites &amp; apps, brands, and geographies. We offer prompt, reliable &amp; convenient access to information through multiple self-service and agent-aided (phone, email, chat) channels. With 300+ product, design, engineering, data science and analytics team members in Post-Order, we directly manage a broad product portfolio that serves customers and internal users (agents, operations team, etc.), to deliver effective and efficient service that ultimately drives customer loyalty and repeat business.&nbsp;</span></p>

<p><span style="font-weight: 400;">We are looking for a Senior Product Manager to own the customer and service agent experiences for the post-delivery journey across our global sites and apps, to “make it right” for the customer. As the owner of our highest trafficked service tools, you’ll lead the team through a technology transformation and enable millions of customers and our agent teams to resolve issues through new channels. You will thoughtfully create win-back strategies to improve customer lifetime value and increase profitability. As the owner of the on-site customer and agent experience, you will serve important “voice of the customer” functions throughout the supply chain and operational product organizations. You will optimize the solution set by balancing customer experience and operational costs.</span></p>

<p><strong>What You'll Do</strong></p>


<li style="font-weight: 400;"><span style="font-weight: 400;">Develop the vision and roadmap for customer service tools to create the best post-delivery experience and win back customers, based on your understanding of technology trends, business needs, and user insights</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Identify, refine, and meticulously monitor your KPIs to understand the health of your product and its impact on key business metrics</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Manage overall execution and performance of product initiatives. Lead and collaborate with creative, engineering, and analytics teams to plan, execute and manage your roadmap</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Champion a strong team dynamic. Have demonstrated experience driving cross-functional collaboration, product quality, and team velocity</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Test and learn, fail fast, and take the winners to market. Rapidly iterate, gather the needed data, interpret it, and then take action to course correct</span></li>


<p><strong>What You’ll Need:&nbsp;</strong></p>


<li style="font-weight: 400;"><span style="font-weight: 400;">You’ve spent 5+ years leading cross-functional scrum teams to remarkable outcomes</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Your manager or team members have complimented your accountability, organization, and ability to develop your team to meet a high bar</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">You are a master at problem breakdown and guiding groups through structured decision making</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">You love testing - user testing, A/B testing, pre-post testing - and have built roadmaps based on tests</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">You are data-obsessed: you monitor your KPIs and perform ad hoc analysis to figure out what’s next</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Your stakeholders praise your communication and collaboration, even though you say “no” to them</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">You are comfortable with financial analysis; plus if you have managed a P&amp;L&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Plus if you have managed complex products with multiple user types or multi-sided platforms</span></li>

</ul><div class="content-conclusion"><p><strong>About Wayfair Inc.</strong></p>

<p>Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.</p>

<p>No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.</p></div>