Senior Technical Product Manager, Sales and Service

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about 2 years old

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Who We Are

Sales & Service Engineering own the tools and platforms which allow Wayfair to deliver a best-in-class customer and agent experience. Everything our customers and agents do on site (or in app) after placing an order is managed by our team. This includes issue resolution, order changes and self help customer service. We also own all the tooling used by our agents to assist our customers - whether they call us, email, chat or engage with our best-in-class chatbot AI.

We sit at the intersection of nearly all teams at Wayfair and own the responsibility for delighting our customers - even when things don't go perfectly. This requires that we move quickly and remain on the cutting edge of tech innovation and new product (platform) development.

We’re looking for entrepreneurial individuals who want to drive our ambitious agenda to build, organize and use our data to make real-time, informed decisions on how best to serve our customers. This role has many (sometimes competing) stakeholders - software engineering teams, product teams, operations teams and business analytics - this person will be responsible for building an operating model that transparently optimizes output across those teams and priorities.

What You’ll Do

  • Lead and execute multi-year roadmaps to build scalable data platforms within and across the Wayfair ecosystem, with clean domain boundaries and communication protocols
  • Establish vision and strategy which is systematically achieved via the multi-year product roadmap. You will own that plan, measure performance, keep your pulse on our internal customers, anticipate bottlenecks, make tradeoffs, and take acceptable risks to maximize the benefit for our customer and business
  • Establish what it means to treat Data as a Product at Wayfair.  Build out a “consulting services” engagement model to rapidly deliver operational visibility and fuel Sales & Service optimization analytics. Develop an expertise in Wayfair’s S&S operations and identify opportunities for improved dashboards and analytics. Where should we grow the data in our data lake and as it grows, what opportunities for network optimization open up?  We expect this will move our data teams out of the business of stakeholder management and requirements gathering and enable them to focus on building data systems as durable platforms.
  • Data & System Architecture - As product owner of all operations-facing data, be the bridge between our data engineering team and operational analytics teams to create a design that specifies clear ownership of data and responsibilities.  This person will own the canonical business object definitions and ensure that those objects are created following the correct architectural patterns.  The result should be a robust Data Lake as a one stop shop for all our stakeholders’ analytics needs. 
  • Dashboard and Analytics Support - Negotiate and maintain an SLA for all data elements and cubes. Monitor performance to the SLA and prioritize system improvements should support costs increase or should reliability of the end users’ dashboards and analytics falter.

What You’ll Need

  • 8+ years of product management experience in a technical, data environment, ideally with exposure to Lambda architecture design
  • 3+ years’ experience successfully leading and growing teams that are highly effective both in terms of business impact and team culture
  • 5+ years of experience translating business requirements into technical specs leveraging ERD tools and domain modelling.
  • Excellent analytical skills with demonstrated experience with hypothesis-driven learning and turning data into actionable insights
  • Superior communication skills with demonstrated ability to navigate a complex organization and generate buy-in for ideas and plans
  • Entrepreneurial mindset, with a bias for action and ability to deal with ambiguity and rapidly changing environments
  • Bachelor’s degree or equivalent practical experience

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.