Home Services Manager

    • Boston, MA

Manager - Home Services (Boston, MA)


New Market Opportunities, Home Services Wayfair is looking for a tenacious and entrepreneurial manager who can evaluate business impact and motivate a great team to help expand one of Wayfair’s fastest growing businesses.  Wayfair Home Services connects our customers to qualified professionals (“pros”) to assemble and install the products they fall in love with on Wayfair.com. We help our customers realize their vision of home-heaven. 


You’ll have a primary responsibility to improve customer experience, identify opportunities to expand service coverage and capabilities, and assess the quality of our service acquisition channels.  You’ll work closely with senior business leadership and other cross-functional teams, including Marketing, Product, Analytics, Pricing, Sales and Service, and Design. We hope you’ll help us continue to drive a new and exciting services business model for Wayfair. 


What You’ll Do:

  • Lead team of market management specialists
  • Attract, train, and onboard top talent for the growing Home Services team
  • Develop a deep understanding of our users, their key value propositions, technology needs, and the ways Wayfair can uniquely attract and delight them
  • Use both quantitative and qualitative analysis to identify opportunities to improve financial performance, influence pricing, improve service supply operations, and refine value propositions
  • Benchmark competitive capabilities and long-term risks presented by alternative business models
  • Define, monitor, and deliver on operational KPIs
  • Liaison and build strong relationships with various product and functional groups within Wayfair, including marketing, analytics, and product category stakeholders



Who You Are:

  • 5+ years’ experience in operations, logistics, management consulting, or product management
  • Strong team leader and mentor to internal team members and ability to develop genuine relationships with our external partners
  • Ability to understand business impacts of partner performance
  • Excellent cross-functional organization, communication, and persuasion skills
  • Ability to move quickly, deal with ambiguity and re-assess ops requirements as we quickly scale the business
  • Experience in 2-sided marketplaces, ecommerce platforms, mobile apps and web, operations or start-ups a strong plus
  • Degree in technical or business discipline preferred but not required

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