Candidates for this position are preferred to be based in Boston, MA and will be expected to comply with their team's hybrid work schedule requirements.

Who We Are:

Wayfair believes everyone deserves a home they love, and that furnishing your home should be a source of fun, not anxiety. Our Product team plays a crucial role in making this vision a reality for millions of people around the world. Partnering with Engineering, Experience Design, Analytics and business leaders across Wayfair, our Product team ensures that we’re building technology that solves important customer problems in elegant, scalable, measurable ways.

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 software development techniques 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.

The Customer Service Contact Center team builds the systems which enable quick and robust creation of new post-order customer experiences. We make systematic, well-informed, and real-time decisions to provide personalized and time-saving resolution paths. As the key driver of enabling a more sophisticated digital channel experience,  you’ll lead the team through a technology transformation and enable millions of customers to resolve their issue efficiently with the right support agent. We deliver the same high quality of service to our customers via our centralized platforms, whether they request support on our website, call us, or send us a message, and we value their time by remembering what they've already told us. We are an early adopter of technology like Conversational AI and patent-pending machine learning routing technologies. 

We’re looking for a Product Manager who not only enjoys getting into the details of their stakeholders’ needs, but also executing on their ideas through fruition on a global scale. You will execute the product roadmap for the Customer Service Agent Experience across channels and use cases. You will work to balance experience quality with contact costs through strong stakeholder engagement and creative and testable solutions for metric improvements. You will conceptualize how to leverage new technologies like GenAI, ML techniques, and automation to achieve your KPI goals. 

You are customer and data-obsessed, and love turning quantitative and qualitative findings into insights and strategy to drive product priorities. You have demonstrated success in inspiring and leading a cross-functional team in rapidly delivering value to your customers. You’re one to aim high, calibrate constantly, and know when to double down or fold in pursuit of something even greater.

What You’ll Do:

• Help inform the roadmaps for Agent Experience and the Contact Center Platform Suite  based on your understanding of technology trends, business needs, and user insights
• Own E2E Execution of the roadmaps from problem scoping, Discovery, and go-to-market across multiple global stakeholder teams
• Establish a clear path towards achieving Customer Service KPIs around intent coverage and accuracy
• Build strong relationships with operational, engineering,  data science, and ML Eng counterparts 
• Identify, refine, and meticulously monitor your KPIs to understand the health of your product portfolio, and opportunities for improvement
• Deeply understand the technology used in your products, the strong and weak points, and become an expert at what is available
• Champion a strong team dynamic, engaging creative, analytics, and engineering teams proactively to co-develop roadmaps
• Market your product internally to various departments to ensure all available users know about your product and how they could value from it
• 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

We Are a Match Because You Have:

• You’ve spent 6+ years influencing cross-functional teams to remarkable outcomes
• Your manager or team members have complimented your accountability and organization
• You are a master at problem breakdown and guiding groups through structured decision making
• You possess strong written and verbal communication skills, and can explain technical concepts to non-technical audiences
• 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 can talk about times you took initiative to achieve goals meaningful to you or your team

Why You’ll Love Wayfair:

• Time Off:
• Paid Holidays
• Paid Time Off (PTO)
• Health & Wellness:
• Full Health Benefits (Medical, Dental, Vision, HSA/FSA)
• Life Insurance
• Disability Protection (Short Term & Long Term Disability) 
• Global Wellbeing: Gym/Fitness discounts (including US Peloton, Global ClassPass, and various regional gym memberships)
• Mental Health Support (Global Mental Health, Global Wayhealthy Recordings)
• Caregiver Services
• Financial Growth & Security:
• 401K Matching (Employee Matching Program)
• Tuition Reimbursement 
• Financial Health Education (Knowledge of Financial Education - KOFE)
• Tax Advantaged Accounts
• Family Support:
• Family Planning Support
• Parental Leave
• Global Surrogacy & Adoption Policy
• Professional Development & Recognition:
• Rewards & Recognition 
• Global Employee Anniversary Awards 
• Paid Volunteer Work 
• Unique Perks:
• Employee Discount 
• U.S. Bluebikes Membership
• Global Pod Outings
• Work/Life Balance:
• Emphasizing a supportive & flexible work environment that encourages a balance between personal and professional commitments 

We are looking forward to your application!

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 let us know by completing our Accomodations for Applicants form.

Need Assistance?

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 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, genetic information, or any other legally protected characteristic.

We are interested in retaining your data for a period of 12 months to consider you for suitable positions within Wayfair. Your personal data is processed in accordance with our Candidate Privacy Notice (which can found here: https://www.wayfair.com/careers/privacy). If you have any questions regarding our processing of your personal data, please contact us at dataprotectionofficer@wayfair.com. If you would rather not have us retain your data please contact us anytime at dataprotectionofficer@wayfair.com.