The Customer Communications team encompasses both the Email and Push marketing channels at Wayfair. Our mission is to drive customer growth and loyalty through a rigorous understanding of what our customer needs and how she behaves - meeting those needs via a continuous innovation and testing agenda on our in-house platforms and algorithms.
Why should you join our team?:
- We are a large and visible channel - you will drive more than 20% of revenue and have the attention of the most senior leaders at Wayfair
- Both Email and Push sit on a highly technical and complex platform - you will combine your understanding of our customers with a thorough understanding of our tech stack and data science algorithms to drive product development and enhancements
- You will be challenged and grow to new heights - the learning curve is steep and you will develop and flex an extremely diverse set of skills. Previous team members have stated that this is one of the best professional growth opportunities you will find at Wayfair.
As the Manager of the Customer Comms Operations team you will play a mission-critical role for our customers and the business, managing the production and delivery of millions of notifications that drive a significant portion of our business. You will manage a team of 5-6 operations associates, work with stakeholders to optimize our current business processes, and partner with our platform product managers to envision and deliver a next-generation notifications platform to allow Wayfair to efficiently scale to the next level.
What You'll Do
- Manage a team of 5-6 associates, who own the end-to-end production process for email and push campaigns across all of our North America brands.
- Optimize our end-to-end notifications build process, instilling Lean/Six Sigma principles to ensure efficiency and quality control
- Build out a formal onboarding and training process - ensuring new associates are able to get to full productivity quickly
- Partner with platform product managers to envision a future-state notifications platform and develop a roadmap and timeline for delivery
- Manage internal deadlines for major campaigns and communicate with creative execution team, and business unit stakeholders to ensure completion
- Hold cross-functional partners accountable for timely completion of deliverables
What You'll Need
- 5-7 years experience in digital marketing, operations, management consulting, finance, and/or corporate strategy, with experience managing a team of 5+ direct reports
- Proven record of high performance/achievement and driving impact; able to pivot quickly and deliver against daring targets & goals in a fast and rapidly evolving environment
- Ability to work under pressure, meet deadlines and handle multiple projects simultaneously
- Persuasive and articulate with excellent relationship-building skills; able to communicate complex ideas effectively
- Proficiency in Lean/Six Sigma concepts a plus
About Wayfair Inc.
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.