Wayfair believes everyone deserves a home they love, and that furnishing your home should be a source of fun, not anxiety. Our Product team plays a crucial role in making this vision a reality for millions of people around the world. Partnering with Engineering, Experience Design, Analytics and business leaders across Wayfair, our Product team ensures that we’re building technology that solves important customer problems in elegant, scalable, measurable ways. 

We are looking for a Senior Product Manager to lead our Sales Distribution team. For Wayfair residential and business customers who need personalized service and deep expertise to complete their purchase, the Sales Distribution team makes it easy, fast, and effective for them to find exactly the right Sales associate to meet their needs. This team also helps our 1,000+ Sales reps power conversations and build long-term relationships with Wayfair’s business and residential customers around the world.

What You'll Do

• You’ll build a roadmap and lead a technology transformation to enable omnichannel routing of millions of calls, chats, leads, and emails to B2B and B2C Sales agents
• You’ll integrate complex operational systems to create a realtime understanding of our current operational skillsets, capacity, wait times, and more
• You’ll conduct research and discovery initiatives to improve KPIs like time to contact, abandonment rate, and transfer rate, and build data assets that give you deep understanding of the health of your product and opportunities for improvement
• You’ll test and learn, fail fast, rapidly iterate, and find creative ways to drive customer and business outcomes
• You’ll thoughtfully create strategies to improve customer experience with all Wayfair communication channels, and serve as the voice of the customer for your core experiences
• You’ll balance priorities across multiple stakeholder groups with clarity, candor, and a firm focus on your product strategy and north star metrics
• You’ll contribute to the Sales360 team and our mission to build a world-class Sales experience for both customers and agents

What You'll Need

• You’ve spent 5 or more years as a Product Manager or Technical Product Manager leading Engineering teams in an Agile environment
• You’ve turned customer obsession and data-driven decision-making into methods for finding insights that drive product priorities and strategy. 
• You can talk us through your demonstrated track record of success creating large customer and business outcomes
• You’ve cultivated your bias to action and an ability to work at tempo to meet deadlines, handle and prioritize simultaneous requests, and manage large, cross-functional efforts
• You’ve built a creative and analytical mindset with strong problem-solving skills
• You’ve learned how to communicate effectively at all levels of the organization, and inspire a cross-functional team to rapidly deliver value to your customers
• Your stakeholders praise your communication and collaboration, even though you say “no” to them sometimes
• If you have subject matter expertise with digital telephony, chat, routing, or other contact center-oriented technical platforms, that’s a plus