Job Post

Product Manager, Online Help

Wayfair
4 Copley Place - Floor 7
Boston, MA 02116

Product Manager, Online Help

Were entrepreneurial, value oriented decision makers who drive the development of the world-class software products that power Wayfairs 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 Wayfairs 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 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.

What You'll Do

  • Your team alleviates customer anxiety and effort in their post-order experiences with optimized communications, easy ways for them to get the information and help they need, and creating increasingly more personalized experiences.
  • You will lead a cross-functional team of engineers, designers, analysts, and other internal partners to envision, build, and deliver customer experiences that impact tens of millions of consumers.
  • Utilize data to understand customer needs and behaviors as well as business objectives, and transform that knowledge into enhancements and new features.
  • Transform strategies into technical requirements, and work closely with design and engineering to deliver enhancements and new features at a fast pace.
  • You will own your roadmap, maniacally measure performance, keep your pulse on the customer, anticipate bottlenecks, make tradeoffs, and take acceptable risks to maximize the benefit for our customer and business.
  • Monitor performance of your focus area and measure the impact of your product enhancements or experiments. Nailing this part of the Wayfair customer's journey directly drives customer satisfaction, increases our customer lifetime value, and improves our operational efficiency.

What You'll Need

  • 4+ years of Product Management experience, preferably in an Agile environment
  • Significant/meaningful experience in e-commerce, marketplace, or B2C product management
  • Passionate about building functional and engaging user experiences with a strong customer-centric focus
  • Excellent analytical skills with demonstrated experience turning data into actionable insights
  • Deep understanding of business strategy and metrics
  • Able to communicate. Succinctly.
  • Entrepreneurial mindset, with a bias for customer focused innovation
  • Familiarity with Excel, SQL, and multivariate testing practices a plus

About Us

Wayfair is one of the worlds 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, were 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 youre looking for rapid growth, constant learning, and dynamic challenges, then youll find that amazing career opportunities are knocking. No matter who you are, Wayfair is a place you can call home. Were 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. Thats why were 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, or genetic information.

Category: Product Management
Full-time

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