Job Post

Senior Product Manager, Online Help

4 Copley Place - Floor 7
Boston, MA 02116

Senior Product Manager, Post-Order Customer Experience

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 team of product managers who work cross-functionally with their engineers, designers, analysts, and other internal partners to envision, build, and deliver customer experiences that impact tens of millions of consumers.
  • 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.
  • You will transform quantitative and qualitative data from our customers into insights and strategy to drive product development priorities.
  • You transform those strategies into technical requirements, and work closely with design and engineering to deliver impact at a fast pace. Most importantly, you mentor, coach, and manage a team of high performing, highly engaged, product managers who love their jobs every day.

What You'll Need

  • Meaningful experience in ecommerce, marketplace, or B2C product management
  • Ability to turn data into actionable insights and construction experiments to maximize time to value
  • Passionate about building functional and engaging user experiences with a strong customer-centric focus
  • Deep understanding of business strategy and metrics, especially web engagement and funnel metrics
  • Entrepreneurial mindset, with a bias for customer focused innovation
  • Strong ability to communicate succintly
  • Familiarity with Excel, SQL, and multivariate testing practices a plus
  • BA with strong academic record (strong preference for quantitative, scientific, or technical backgrounds)
Category: Product Management

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