Manager, Customer Service Journey Strategy

Must be onsite in Boston, MA (Monday-Thursday)

At this time, Wayfair does not provide sponsorship for employment authorization for this position.

The salary range for this position is $121,000 - $137,500 per year. The base salary offered may vary depending on location, job-related knowledge, skills, and experience. Restricted stock units will be provided as part of the compensation package.

At Wayfair, we care deeply about our customers. Our award-winning Customer Service (CS) team combines cutting-edge technology with genuine human empathy to build trust and loyalty. From the moment a customer places an order through delivery and any post-order needs, our team makes shopping for the home simple, seamless, and reliable.

The Journey Optimization team serves as the strategic engine behind CS’s global mission to be “better than best in class.” We focus on optimizing both customer and agent experiences through continuous improvements in people, process, policy, and technology. In this role, you’ll apply your leadership and quantitative skills in a highly collaborative environment to tackle business-critical challenges head-on. The team partners closely across functions within and beyond Service, making collaboration a cornerstone of our success. If you’re excited about driving business impact, working alongside stakeholders, applying advanced analytical techniques, and thriving in a dynamic, entrepreneurial environment, this is the role for you.

What You’ll Do

• Build and own execution strategies that move the team from problem state to desired outcomes, driving measurable results against KPIs/OKRs. 
• Translate complex, ambiguous problems into structured project plans and proactively identify downstream impacts to ensure sustainable solutions.
• Partner across Product, Operations, and Service teams to design and implement initiatives that improve both customer and agent experiences. 
• Lead and develop a team of analysts, setting a high bar for performance, delivering clear feedback, and fostering a strong team culture.
• Serve as a trusted thought partner to leadership by scoping ambiguous problems, influencing senior stakeholders, and representing your team when needed.
• Create reporting and decision models that translate KPI shifts and customer insights into actionable recommendations for system iterations, automation, and operational improvements. 
• Stay current on industry trends, competitor strategies, and product innovations to benchmark and elevate Wayfair Service.

What You’ll Need

• 5+ years of experience in strategy, consulting, analytics, operations, or customer experience in a high-growth environment, with proven success in delivering results with agility.
• Demonstrated ability to scope ambiguous problems, apply structured, hypothesis-driven approaches, and make independent decisions with strong business judgment.
• Strong leadership skills with experience coaching, mentoring, and inspiring high-performing teams, while fostering development and building team culture.
• Exceptional communication and storytelling skills; able to defend recommendations, gain buy-in, and influence outcomes across stakeholders.
• Comfort working with imperfect or incomplete data, demonstrating creativity and resilience in problem-solving.
• Advanced Excel and SQL skills are needed; proficiency in Python, BigQuery, or business modeling is good to have.
• Passion for transforming customer experiences, identifying risks, and proactively creating solutions that build long-term trust.

An Important Note about Wayfair's In-Office Policy & Immigration Requirements:

All Boston-based interns, Co-ops, and corporate employees will be in office in a hybrid capacity. Employees will work in the office on designated days, Monday - Thursday, and work remotely Friday.

At this time, Wayfair does not provide sponsorship for employment authorization for this position.

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, 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.

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 pe