Senior Product Manager, Post-Delivery Experience

Who We Are

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.

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 & apps, brands, and geographies. We offer prompt, reliable & 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. 

We are looking for a Senior Product Manager to own our Self-Service tools and customer experience across our global sites and apps, to “make it right” for the customer. Our Self-Service offering gives customers the flexibility to solve issues on their own time, without the hassle of a live contact. As the owner, you will thoughtfully design experiences that scale the capabilities of the platform. You will serve important “voice of the customer” functions both within Customer Service and upstream to the supply chain and merchandising organizations. You will optimize the solution set by balancing customer experience and operational costs. 

What You'll Do

• Develop the vision and roadmap for Self-Service tools to create the best post-order experience for customers, based on your understanding of technology trends, business needs, and user insights
• Identify, refine, and meticulously monitor your KPIs to understand the health of your product and its impact on key business metrics
• Manage overall execution and performance of product initiatives. Lead and collaborate with creative, engineering, and analytics teams to plan, execute and manage your roadmap
• Champion a strong team dynamic. Have demonstrated experience driving cross-functional collaboration, product quality, and team velocity
• 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

What You’ll Need: 

• You’ve spent 5+ years leading cross-functional scrum teams to remarkable outcomes
• Your manager or team members have complimented your accountability, organization, and ability to develop your team to meet a high bar
• You are a master at problem breakdown and guiding groups through structured decision making
• You love testing - user testing, A/B testing - and have built roadmaps based on tests
• You are data-obsessed: you monitor your KPIs and perform ad hoc analysis to figure out what’s next
• Your stakeholders praise your communication and collaboration, even though you say “no” to them
• You are comfortable with financial analysis; plus if you have managed a P&L 
• Plus if you have managed complex products with multiple user types or multi-sided platforms

Assistance for Individuals with Disabilities
Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please contact candidateaccommodations@wayfair.com.
 
Need Technical Assistance?
If you are having any technical difficulty submitting your application, please reach out to our careers team at careers@wayfair.com.
 
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 Berlin, or in our warehouses or offices throughout