Product Manager, Post-Order Communications Journey (POCJ)Location: Bangalore, India (Hybrid)

Who We Are:

Wayfair believes everyone deserves a home they love, and that furnishing your home should bea source of joy—not stress. Our Product team plays a critical role in bringing this vision to life formillions of customers across the globe. We partner with Engineering, Experience Design,Analytics, and business leaders to solve important customer problems with elegant, scalable,and measurable solutions.The Post-Order Experience team ensures our customers feel confident and cared for from themoment they place an order. A key pillar of this experience is Post-Order Communications(POCJ)—our customer-facing communications that keep them informed and supportedthroughout the order lifecycle. From proactive delivery updates to helpful follow-ups, thesemessages are critical in driving trust, loyalty, and operational efficiency.We’re looking for a Product Manager based in Bangalore to take ownership of the POCJexperience. This is a hands-on, hybrid role requiring both strategic thinking and strongexecution skills. You’ll lead efforts to optimize the customer journey through our communicationsplatform—crafting new campaigns, enhancing existing ones, and ensuring every message addsvalue without overwhelming the customer. You’ll also play a governance role to maintainconsistency and quality across all comms touchpoints, working closely with global stakeholders.

What You’ll Do:

Own the end-to-end Post-Order Communications Journey, managing the platform used to build,test, and deploy customer messagingBuild new campaigns from scratch and iterate on existing ones to drive customer satisfactionand reduce contact rateAct as the first line of defense when issues arise (e.g., latency or delivery failures), coordinatingwith Product Analytics and Data Engineering to investigate and resolveGovern our comms ecosystem to avoid over-communication and ensure a seamless customerexperience across touchpointsUse data to identify friction points, measure performance, and prioritize impactful improvementsCollaborate with cross-functional teams—including Engineering, Analytics, and Operations—toexecute on roadmap initiativesSupport reporting infrastructure to ensure accurate tracking of communications performanceand key KPIsProactively engage with stakeholders to align on goals and keep roadmaps transparentWe’re Excited About You Because You:Have 5+ years of product management experience, ideally in a customer-facing roleCan be hands-on working in low-code tech platforms and can confidently manage content, logic,and deploymentHave strong problem-solving skills and a bias toward action

Are comfortable working in a fast-paced, data-driven environmentPossess solid analytical skills (experience with SQL) and a track record of turning data intodecisionsHave excellent communication skills, especially when collaborating across technical andnon-technical teamsThrive in a global environment and are excited to partner with teams across time zonesBring a positive, proactive, and collaborative attitude to everything you do

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 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.

Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.