Job Post

Senior Manager, New Customer Strategy & Operations

4 Copley Place - Floor 7
Boston, MA 02116

Who We Are: The B2B Strategy & Operations team develops the go-to-market strategy and operating model for Wayfairs B2B business, Wayfair Professional. We help drive both long-term thinking about what customer experience will maximize profitable growth and shorter-term measures improving operational efficiency. Wayfair Professional helps hundreds of thousands of businesses to create the perfect space for their clients, guests and employees. We serve customers in the Office, Hospitality, Interior Design, Contractor, Property Management and other sectors, with a broad assortment across furniture, fixtures and decor.

What Youll Do: As the Senior Manager of New Customer Strategy & Operations, you will be responsible for making sure the experience for customers new to "Wayfair Professional" makes them want to shop with us again and again. Youll do so in partnership with a cross-functional team including Marketing, Sales, Product, and Finance among others.

Youll determine how our sales team should interact with new customers. Youll identify opportunities to improve our operating model to improve efficiency across our sales ecosystem. Youll lead diagnostic analysis to understand and influence the health of our business. Youll introduce new initiatives into the Sales organization. Youll influence the long-term strategy for Wayfair Professional. Your output wont just live on a PowerPoint page, but in the actions of hundreds of sales professionals and associated teams as part of a nine-figure, rapidly-growing business.


  • Bachelors degree and 6+ years of experience required. MBA (or masters degree in operations research, or similar field) preferred.
  • Given the strategic and cross-functional nature of this role, a qualified candidate must have strong quantitative and analytical skills, as well as excellent communication skills and a collaborative mindset.
  • Experience working in a matrix environment and managing cross-functional projects required.
  • Experience managing a high-performing team, and a track record of developing talent required.
  • Experience working in a fast-growth company or shaping your own work plan preferred.
  • Previous experience in one of the following roles preferred: strategy consulting (ideally with exposure to sales strategy, go-to-market strategy, call center operations, or customer experience strategy); inbound sales strategy; call center / contact center strategy & operations or transformations; customer success strategy & operations; or customer experience strategy.

Category: Sales & Business Development

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