Senior Product Manager, Service Experience Products

Boston, MA, United States
Main Location
Boston, MA, United States
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Senior Product Manager, Service Experience Products

We're 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. Whether on desktop, mobile web, or app, or any of our proprietary internal platforms, we leverage data, user-centric design, machine learning, and Agile to exceed customer expectations and achieve operational excellence, fueling company growth. Our work requires us to move fast and collaborate with some of the best engineers, creatives, data scientists, operators, and analysts to discover, build, and scale world-class software products.

What You'll Do
  • You will lead a team of product managers and engineers to drive product development for key internally facing customer service tools
  • Develop a deep understanding of current user workflows
  • Proactively assess performance of the toolset towards operational goals
  • Drive the roadmap of improvements to user experience, agent efficiency and usability of existing tools
  • You will work closely with key stakeholders and other internal teams to identify key business needs - how the internally-facing order management tools and function should change to accommodate the evolving needs of the business
  • Benchmark current state KPIs to identify enhancement opportunities and utilize data to understand the scope, impact, and priority of projects
  • Drive the execution on those improvement efforts through close-knit partnerships with our end-users, stakeholders, and partners
  • Monitor performance of the team's initiatives and measure the impact of product enhancements
  • You will work cross functionally to prioritize competing interests and focus project plans and the team on the highest impact activities

What You'll Need
  • Preferred bachelor's degree in Engineering, Computer Science, Business or a Supply Chain/Operations discipline
  • 6+ years of Product Management experience, preferably in an Agile environment with 2+ years of experience successfully managing and developing highly effective teams
  • A demonstrated record of strong product management and driving results, ideally with internal end-user tools & systems
  • Strong UX/UI background - Ability to define and set a product vision/direction in terms of the user experience and overall usability
  • Strong quantitative reasoning and ability to proactively deep dive and dig into data and KPIs to assess internal user behavior and to identify key improvements to the tool sets
  • Demonstrated ability to work independently and motivate and lead teams to move beyond existing practices
  • Exceptional written, visual, and verbal communication skills
  • Creative thinking with customer focused mindset
  • Entrepreneurial mindset, with a bias for customer focused innovation
  • Preferred experience working with complex data sets and structures: you can drive clarity from ambiguity while working comfortably in that space

About Us

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. 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.
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