Software Engineering Manager, Service Technology

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: 

The ServiceTech team builds the technologies which enable our partner engineering, business and field teams to create and refine post-order customer experiences in a consistent, repeatable, and data-driven way. We aim to:

• Make systematic, well-informed, and real-time decisions on if, (when) and how to serve when a customer/supplier problem or request manifests
• Enable that task to be handled by the most qualified, available owner using the best channel suited (phone, chat, email, sms, tickets etc.)
• Provide proactive and customized resolutions using dynamic workflows that enable high NPS and repeat-rate/LTV
• Ensure agents are empowered with a toolset to handle customer/supplier issues effectively

The projects that our teams work on are built from the ground up – we look for entrepreneurial individuals who want to take ownership over their own agenda and thrive in a collaborative team environment. Our engineers are responsible for all the tools and processes to support business-critical operations of Wayfair, along with supporting the continued enhancement and scaling capabilities of these systems.

What You'll Do: 

• Lead, develop, and grow a team that consistently creates measurable value for Wayfair
• Interface with product, business, data science and engineers to create and refine a multi-year technology and organizational strategy
• Continuously raise the technical bar of the team by bringing in top technical talent and take ownership of creating a culture of excellence where future technical leaders thrive and grow
• Promote a culture of engineering excellence and strengthen the technical expertise of  engineering and product teams across Wayfair
• Obsessively focus on production readiness for the team including testing, monitoring, deployment, and proactive troubleshooting
• Identify risks and gaps in product offerings that drive revenue or cost out and lead initiatives to address those needs
• Drive improvements in team productivity and process.

We Are a Match Because:

• 7-10+ years of engineering experience and 3+ years management experience managing teams sized 5-8+ preferred
• Track record of building engineering teams that can innovate rapidly and scale with the business
• Mastery in designing production systems at scale including fault tolerance, reliability, performance, and security
• Expertise in effective troubleshooting and issue resolution techniques.
• Proficient with multiple server side programming languages including mastery of one language (Java, Python or PHP preferred). GraphQL federation and gateways experience a plus. 
• Demonstrable experience of technical and coding contributions in different cloud environments
• Entrepreneurial spirit with a bias for action and desire to build in rapidly changing environments
• Evidence of “scrappy startup execution” and a “get it done” attitude when time is tight and stakes are high
• Excellent organizational and analytical skills with hypothesis-driven problem solving and turning data into actionable insights
• Strong understanding of agile methodologies and how to apply them at scale

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.