Software Engineering Manager, Agent Experience - ServiceHub

Who We Are:

The GPS/Agent Experience – ServiceHub team is responsible for enhancing the internal tools and workflows used by Wayfair's customer service agents. Our mission is to drive improved agent engagement, streamline resolution processes, and ultimately boost customer satisfaction through better Net Promoter Scores (NPS). We focus on building intuitive, performant, and reliable features within ServiceHub—Wayfair’s agent-facing platform.

This team improves agent productivity and satisfaction by refining workflows, surfacing relevant customer insights, and reducing friction in day-to-day support interactions. They partnering with Product, Operations, and Analytics to deliver a roadmap grounded in agent feedback and performance metrics.

Our engineers play a key role in empowering thousands of agents to deliver exceptional customer experiences, and our work has a direct impact on Wayfair’s operational efficiency and brand loyalty.

What You’ll Do:

• Lead and manage a team of 6 engineers focused on improving agent experience within ServiceHub, the internal platform powering sales, customer support, ticketing and supplier support at Wayfair.
• Own the output of the team from both a technical and performance perspective, driving improvements in system reliability, usability, and agent efficiency.
• Collaborate closely with operations, support teams, and product managers to understand pain points and define solutions that boost agent satisfaction and improve Net Promoter Score (NPS).
• Mentor and grow your engineers through training, coaching, technical guidance, and career development support.
• Drive engineering execution including architectural design, development, testing, monitoring, and deployment, with a strong emphasis on reliability and maintainability.
• Lead quarterly planning and iterative delivery of roadmap features that enhance ServiceHub’s agent interface, workflows, and performance.
• Foster a culture of accountability, inclusivity, and technical excellence across the team.
• Set and track progress toward KPIs focused on agent productivity, engagement, and ticket resolution experience.
• Raise the bar through engineering best practices, strong operational rigor, and data-informed decision making.

What You’ll Need:

• 10+ years of experience in software engineering, including building platforms or internal tools at scale.
• 5+ years of experience managing high-performing software engineering teams delivering impactful user-facing or agent-facing products.
• Experience building backend systems using object-oriented languages, working with both relational and non-relational databases.
• Familiarity with frontend technologies or platforms that support dynamic UIs and agent workflows is a plus.
• Experience designing for performance, usability, and operational observability in complex service architectures.
• Hands-on experience with cloud-native platforms such as Google Cloud, AWS, or Azure.
• Strong grasp of modern software development practices including CI/CD, test automation, and monitoring.
• Experience working cross-functionally with product managers, operations, and analytics teams to define and execute on impactful roadmaps.
• Demonstrated success in coaching engineers and fostering inclusive, engaged team environments.
• A passion for building tools that empower others—in this case, helping agents resolve customer issues more effectively.
• Nice To Have:
  • Experience working with customer support, agent tools, or internal enablement platforms.
  • Exposure to KPIs like NPS, handle time, and CSAT, and how technology influences those metrics.
  • Familiarity with user research methods or agent feedback loops to inform product and engineering decisions.
  • Knowledge of the challenges in scaling complex systems that support high volume, real-time operations.
  • Bachelor’s or Master's degree in Computer Science or related technical field—or equivalent practical experience.

Why You’ll Love Wayfair:

• Full health benefits available (Medical, Dental, Vision, HSA/FSA) on day one for eligible employees.
• No-cost access to 2nd.MD, a virtual expert medical consultation and navigation service.
• Global Traveler Health Insurance through GeoBlue.
• 24/7 access to mental, financial, physical and emotional wellbeing support, plus an enhanced offering of therapy and coaching.
• Automatic enrollment into Basic Life and Accidental Death & Disability Insurance.
• 401(k) matching with immediate vesting.
• Paid Parental Leave, Surrogacy & Adoption Reimbursement and Caregiver Services.
• Tuition Reimbursement.
• Wayfair Employee