Senior Manager, B2B Customer Experience Strategy

ONSITE - Boston, MA (Monday - Thursday in office)

Wayfair Professional’s North American Business to Business Sales (“B2B”) team is seeking a collaborative,  analytical-oriented thought leader to help drive Wayfair Professional’s B2B agenda. The role will be a part of the B2B Customer Experience Design team that will help craft and execute B2B strategy across North America. We serve customers via a ‘gated’ site experience that is tailored based on a given customer’s vertical (e.g., Commercial Office, Interior Design, Contractor). 

We seek a motivated leader who will partner with vertical leaders and customer experience team members to optimize the customer journey to consistently exceed revenue targets and improve the customer experience. The role will report to the Customer Experience Design team lead (L5), and partner directly with Vertical GMs (L5/L6) to drive overall customer journey improvements. This includes proactively partnering with analytics to monitor performance and improve how we identify / prioritize customers within a given vertical, designing and implementing step-change improvements to the vertical-specific customer journey, and driving cross-functional projects that optimize the site-, sales-, or marketing treatment. 

What you'll do:

• Partner with Vertical GM leaders to:
• Deeply understand both qualitative and quantitative trends in the business through active “voice of customer” engagement, strong knowledge of short/long-term KPI trends
• Develop near-term action plans to address underperformance and/or accelerate positive trends, driving from problem statement through to implementation / adoption
• Create mid- and long-term (6+ month) roadmap to accelerate vertical performance, in conjunction with overall B2B OKRs and cross-functional resources
• Manage team of 1-3 L1/L2 Customer Experience Design Analysts to:
• Coordinate Experience Design resourcing across various initiatives (e.g., sprint planning, load balancing, coordinating across cross-functional teams)
• Assist in scoping L1/L2 project initiatives, ensuring project management operational excellence from problem definition through execution
• Drive execution to project deliverables, including hitting stage gate milestones, preparing / delivering updates to L4+ Sales / cross-functional teammates, incorporating feedback
• Coordinate cross-functional teams of B2B Enablement and Tech Resources to:
• Incorporate new data signals to improve how we identify and segment new and existing B2B customers
• Plan, design, and execute new site experiences that improve how vertical customers access, engage with, and self-serve on our site
• Primary evaluation criteria for this role will be: 
• How well are we executing the overall roadmap and individual programs / initiatives within the roadmap (e.g., how well-reasoned are the opportunities identified, are problem statements and improvements clear and well-designed, how is quality of execution and coordination with cross-functional partners in Analytics, Tech, CM)
• How is the respective vertical performing relative to primary KPIs (e.g., revenue to forecast, customer happiness)?

What you'll need:

• 5+ years of experience in product management, strategy & operations, consulting, or similar roles focused on improving customer experience
• Communication: Ability to understand and empathize with diverse stakeholders across functions, and tailor messaging / communication appropriately; ability to create consistent messaging about complex projects, flexing to audience needs but creating cohesion on the objective and guiding principles
• Strategic thinking / problem solving: Ability to break down complex, ambiguous problems into logical objectives, translating needs into discrete, actionable steps for partner teams to execute
• Cross-functional collaboration: Passion for working collaboratively across functions to drive operational improvements and projects. Empathetic with stakeholder and partner (vertical GMs, sales tech, analytics, other customer experience teams) needs and perspectives to drive cohesive vision and execution
• Team leadership: Experience leading teams of L1/L2 associates, leveraging team members to maximize speed to execution, proactively coaching toward operational excellence, developing and leveraging diverse skill sets, managing workloads to delegate and distribute appropriately
• Program/Process management: Ability to manage processes efficiently by scoping logical steps from ideation to project completion, organizing data / materials for broad understanding, synthesizing stakeholder feedback, ensuring project interim steps are on time, and delivering results on time with high quality
• Data Analysi