Who We Are

The Supplier Help & Education team exists to make it easy for our global supplier partners to get the help they need to grow their business with Wayfair by: 1) Self-Help: Drive self-service resolution for all but the most complex issues and questions and teach our partners how to win with Wayfair 2) Human Help: When an issue requires Wayfair intervention, make that experience frustration-free for the supplier and efficient for the Wayfair Support teams 3) Prevention: Avoid the need for help in the first place. Provide insights to teams that own the partner workflows via quantitative and qualitative data to optimize those experiences. We are responsible for both the Supplier Help experience and the Wayfair Support Agent experience, with the opportunity to create a positive Help experience that becomes a primary driver of why Suppliers choose to partner and grow their business with Wayfair.

What You'll Do

• Develop a vision and strategy for Supplier Help, working closely with both business and product cross-functional partners in the US and Europe
• Build and mentor a team of experienced Product Managers to translate that vision into robust, intuitive systems and drive business outcomes
• Own your roadmap, measure performance, keep your pulse on the customer, anticipate bottlenecks, make tradeoffs, and take acceptable risks
• Develop a deep understanding of current user workflows and opportunities for improvements to Supplier user experience, Wayfair team efficiency and cross-team collaboration, and usability of existing tools
• Transform quantitative and qualitative data into insights and strategy to drive product development priorities
• Turn those strategies into technical requirements, and work closely with design and engineering to deliver impact at a fast pace
• Work cross functionally and globally to prioritize competing interests and focus on the highest impact activities

What You'll Need

• 8+ years Product Management experience
• 4+ years experience successfully managing and developing highly effective teams
• Strong quantitative reasoning and ability to proactively deep dive and dig into data and KPIs to assess user behavior and to identify key improvements to the tool sets
• Demonstrated ability to work independently and motivate and lead teams to move beyond existing practices
• Experience leading cross-functional initiatives by establishing strong partnerships with peers and senior leaders, effectively setting expectations, managing conflict, and creating buy-in for recommendations
• Ability to manage through ambiguity, adversity and conflict to establish focus and deliver against business goals
• Passionate about building functional and engaging user experiences
• Entrepreneurial mindset, with a bias for customer focused innovation
• Experience in iterative software delivery methodologies – Agile, SCRUM, etc
• Excellent written and oral communication skills

About Us

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, or genetic information.