Problem Manager (m/f/x)

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over 2 years old

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Who We Are

Do you have a passion for solving complex problems that deliver the best customer experience possible? Do you enjoy driving difficult technical challenges to resolution and ensure they do not repeat? 

We’re looking for an experienced Problem/Incident Manager to join our highly skilled team of engineers and business partners. In this role, you’ll have an opportunity to work across several key initiatives which are impactful to our business.  The Problem Management team is responsible for driving complex incidents to resolution in a timely and effective manner.  The ideal candidate will be able to be effective under pressure, possess broad technical, analytical, and problem-solving experience, the ability to collaborate with varied partners, and have great written and spoken communication.

 

What You’ll Do:

  • Effectively manage all major incidents and the process to drive the restoration of services quickly while minimizing impact.
  • Collaborate with engineering teams and business stakeholders to troubleshoot issues with the goal of preventing them from repeating.
  • Identify opportunities for continuous improvement of the Incident Management process and best practices.
  • Provide excellent incident communication to stakeholders.
  • Analyze engineering and monitoring graphs to identify outliers/escalate issues.
  • Capture and synthesize data during the write-up of a critical incident.
  • Create detailed critical incident reports and communicate important data points company-wide.
  • Build relationships with business partners across Wayfair to ensure Incident Management processes are built into organizational workflows and teams are driving toward improved operational maturity. 
  • Lead Post Incident Retrospectives and Problem Management meetings with key stakeholders and service owners to review events and opportunities for ongoing improvement.

 

What You’ll Need:

  • Broad working knowledge of IT infrastructure.
  • Broad and applicable understanding of Incident and Problem Management processes.
  • Ability to identify and communicate relevant information in a digestible way to large audiences.
  • Strong written and verbal communication skills.
  • Demonstrated ability to build relationships across multiple functions, technical and non.
  • Experience managing projects across various stakeholders/initiatives.
  • Ability to prioritize work tasks, while accounting for constraints outside of your control.
  • Flexibility in working schedule and provide on-call support based on business needs.

Nice To Have:

  • Previous experience in an eCommerce or services based company

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.