Senior Product Manager, Partner SupportLocation: Bangalore, India (Hybrid)

Who We Are:

Wayfair believes everyone deserves a home they love, and that furnishing your home should bea source of fun, not anxiety. Our Product team plays a crucial role in making this vision a realityfor millions of people around the world. Partnering with Engineering, Experience Design,Analytics, and business leaders across Wayfair, our Product team ensures that we’re buildingtechnology that solves important customer problems in elegant, scalable, measurable ways.The Partner Support team is at the heart of how Wayfair enables our partners (supplier orcarrier) to thrive. When a partner needs help—from shipping issues to customer inquiries—theyturn to our support channels. This team is responsible for making that experience smooth,efficient, and effective. We’re building the future of partner support: one that combines intuitivetooling, intelligent automation, and powerful self-service capabilities.We’re looking for a Senior Product Manager based in Bangalore to lead the transformation ofour partner support ecosystem. In this role, you’ll own critical support surfaces including ourpartner-facing ticketing tools, the intake funnels for issue resolution, our help center contentplatform, and AI-assisted support channels. You’ll also own the product experience for ourPartner Transfers Program, a unique initiative where partners directly engage with customers toresolve post-order issues.You’ll work cross-functionally to deliver fast, high-quality solutions to partners while drivingmeasurable improvements in resolution times, satisfaction, and support cost.

What You’ll Do:

Define and execute the product roadmap for partner support tooling, including the ticket inboxexperience, intake funnel, and support automation capabilitiesOwn the evolution of the Partner Help Center, ensuring it is easy to navigate, content-rich, andoptimized for quick self-resolutionLead product strategy for the Partner Transfers Program, ensuring the technology enablesseamless interactions between partners and customers for post-order issue resolutionUse data to identify pain points, assess feature performance, and prioritize product investmentsCollaborate with Engineering, Operations, Data Science, and Partner Experience teams todeliver meaningful improvements across the partner support journeyChampion partner experience across the organization by representing their needs and closingfeedback loopsEnsure system stability and scalability as you grow platform capabilities and adoption globallyWe’re Excited About You Because You:Have 10+ years of product management experience, preferably in B2B or platform productsinvolving support, operations, or AI tooling

Are experienced with service flows and support systems (ticketing platforms, help centers, CRMtools, etc.)Have excellent collaboration and communication skills, and thrive working with cross-functionalteams across domain boundariesBring a structured, customer-obsessed mindset and make data-driven decisions with confidenceHave strong analytical skills (SQL proficiency is a plus) and experience working with productanalyticsAre excited about driving satisfaction and building technology that improves day-to-day

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.