Product Manager, Post-Order Communications Journey (POCJ)
Location: Bangalore, India (Hybrid)
Who We Are:
Wayfair believes everyone deserves a home they love, and that furnishing your home should be
a source of joy—not stress. Our Product team plays a critical role in bringing this vision to life for
millions of customers across the globe. We partner with Engineering, Experience Design,
Analytics, and business leaders to solve important customer problems with elegant, scalable,
and measurable solutions.
The Post-Order Experience team ensures our customers feel confident and cared for from the
moment they place an order. A key pillar of this experience is Post-Order Communications
(POCJ)—our customer-facing communications that keep them informed and supported
throughout the order lifecycle. From proactive delivery updates to helpful follow-ups, these
messages are critical in driving trust, loyalty, and operational efficiency.
We’re looking for a Product Manager based in Bangalore to take ownership of the POCJ
experience. This is a hands-on, hybrid role requiring both strategic thinking and strong
execution skills. You’ll lead efforts to optimize the customer journey through our communications
platform—crafting new campaigns, enhancing existing ones, and ensuring every message adds
value without overwhelming the customer. You’ll also play a governance role to maintain
consistency and quality across all comms touchpoints, working closely with global stakeholders.
What You’ll Do:
Own the end-to-end Post-Order Communications Journey, managing the platform used to build,
test, and deploy customer messaging
Build new campaigns from scratch and iterate on existing ones to drive customer satisfaction
and reduce contact rate
Act as the first line of defense when issues arise (e.g., latency or delivery failures), coordinating
with Product Analytics and Data Engineering to investigate and resolve
Govern our comms ecosystem to avoid over-communication and ensure a seamless customer
experience across touchpoints
Use data to identify friction points, measure performance, and prioritize impactful improvements
Collaborate with cross-functional teams—including Engineering, Analytics, and Operations—to
execute on roadmap initiatives
Support reporting infrastructure to ensure accurate tracking of communications performance
and key KPIs
Proactively engage with stakeholders to align on goals and keep roadmaps transparent
We’re Excited About You Because You:
Have 5+ years of product management experience, ideally in a customer-facing role
Can be hands-on working in low-code tech platforms and can confidently manage content, logic,
and deployment
Have strong problem-solving skills and a bias toward action
Are comfortable working in a fast-paced, data-driven environment
Possess solid analytical skills (experience with SQL) and a track record of turning data into
decisions
Have excellent communication skills, especially when collaborating across technical and
non-technical teams
Thrive in a global environment and are excited to partner with teams across time zones
Bring a positive, proactive, and collaborative attitude to everything you do
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 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, genetic information, or any other legally protected characteristic.
Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at [email protected].