About Role:

The Marketing Technology team builds the global engine for the world’s leading online home destination, powering customer acquisition, retention and relationship management touching hundreds of millions of consumers.

We’re looking for an Internal Operations Support Engineering Manager for our internally facing customer success team to help speed adoption and enhance support of our in-house communications platform. This team works closely with internal customers throughout Wayfair to serve as a first responder to technical and non-technical issues, implement and customize platform configurations, and train users.

The Manager will lead 1-2 Support Analysts in their support duties for the Communications Platform streaming event-based system called GrayMatter and other related messaging tools such as our Batch communications tool; design support procedures and service-level agreements; and assist departmental leadership in reporting and stakeholder management.

You will:

• Manage Internal Ticket Queues: Oversee the triaging and resolution of help questions and incident reports from Slack/SupportHub queues. Ensure timely and effective response to internal stakeholders.
• Establish and Maintain SLAs: Develop and enforce service-level agreements to meet the needs of internal customers. Monitor performance metrics and implement improvements to enhance support efficiency.
• Stakeholder Interaction and Management: Communicate regularly with non-technical stakeholders to understand their requirements and ensure their needs are met. Act as a liaison between the technical team and other departments.
• Team Leadership: Lead and mentor a team of technical support analysts, providing guidance and support to achieve team goals. Conduct regular performance evaluations and provide feedback for professional development.
• Process Documentation: Document processes, solutions, and best practices to facilitate knowledge sharing and improve team efficiency. Ensure that documentation is up to date and accessible to team members.
• Technical Communication: Collaborate with engineers to investigate and resolve platform issues. Facilitate technical communication between the support team and engineering/product groups.

Required  Skills / Experience

• 9+ years in a hands-on technology role such as support, development, architecting solutions, or technical implementation in a B2B environment, working with complex platform interactions, data integration, end-user support, or training.
• Hands-on proficiency with parsing JSON data, writing and understanding SQL and testing and implementing API integrations.
• Programmatic mindset in investigating and debugging platform issues (comfort and familiarity with using dashboards, metrics, error logs and SQL to dig through data)
• Solid customer-facing and communications skills, to both technical and non-technical stakeholders
• Ability to translate business needs into technical requirements using our in-house platform
• Experience managing internal ticket queues and establishing/maintaining SLAs in a B2B environment (e.g.: Kanban, SupportHub)
• Strong proficiency in JSON, SQL, and testing APIs, with hands-on experience in technical support and troubleshooting.
• Demonstrated ability to lead and mentor a team, fostering a culture of collaboration, innovation, and continuous improvement.
• Excellent non-technical stakeholder interaction and management skills, with a track record of building strong relationships and driving customer satisfaction.
• Familiarity with documentation.

Preferred Skills/Experience

• Knowledge of dashboard, metrics, monitoring, and logging technologies (e.g.: Grafana, DataStudio, DataDog, ELK/Kibana, Looker)
• Experience with Email/Mobile Marketing, Advertising Technology, or CRM systems.
• Familiarity with HTML and CSS

Day-to-Day Responsibilities:

• Oversee technical support operations from start to finish, ensuring alignment with business objectives and priorities.
• Document processes, solutions, and best practices.
• Enter tickets to prevent future questions and maintain tracking.
• Communicate regularly over Slack and Google Meet.
• Provide technical communication with engineers and non-technical communication with stakeholders.

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.

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