Product Manager, Service Process

Are you passionate about e-commerce, understanding consumer behavior, and creating intuitive and efficient solutions? Do you like the complexity of a global company and also crave the fast-paced nature of a rapidly growing startup where you can build and mentor a world-class product management team? We’re looking for an experienced Product Manager to lead the design and implementation of best-in-class customer facing tools and communications that enable our customer service agents to provide a world class customer service experience.  

Wayfair’s Operations Product Innovation - Service Products team is looking for an experienced Product Manager to lead a team through the design and implementation of best-in-class internally facing order management tools and capabilities for our global Customer Service organization.  The successful candidate will marry customer service agent feedback and usage patterns with operational data to rapidly plan and execute experiments that will have the biggest impact on the customer post-order experience. You will partner with key operational stakeholders to understand the organization's internal customer service needs, and work with a team of associates to benchmark current operational performance, identify gaps in current product capabilities, and develop a learning agenda and execution plan that will help get us there.

In This Role You Will:

  • Work with a team of product managers and engineers to drive product development for key internally facing order management tools
  • Develop a deep understanding of current user workflows
  • Proactively assess performance of the toolset towards operational goals
  • Drive the roadmap of improvements to user experience, agent efficiency and usability of existing tools
  • Work closely with key stakeholders and other internal teams to identify key business needs - how the internally-facing order management tools and function should change to accommodate the evolving needs of the business
  • Benchmark current state KPIs to identify enhancement opportunities and utilize data to understand the scope, impact, and priority of projects
  • Drive the execution on those improvement efforts through close-knit partnerships with our end-users, stakeholders, and partners
  • Monitor performance of the team’s initiatives and measure impact of product enhancements
  • Work cross functionally to prioritize competing interests and focus project plans and the team on the highest impact activities

Who We’re Looking For:

  • Preferred bachelor’s degree in Engineering, Computer Science, Business or a Supply Chain/Operations discipline
  • 4+ years of experience in operations, retail, engineering, consulting and/or finance with a history of driving results
  • A demonstrated record of strong product management and driving results (preferably e-commerce), ideally with internal end-user tools & systems
  • Strong quantitative reasoning and ability to proactively deep dive and dig into data and KPIs to assess internal user behavior and to identify key improvements to the tool sets
  • Strong UX/UI background - Ability to define and set a product vision/direction in terms of the user experience and overall usability
  • Demonstrated ability to work independently and motivate and lead teams to move beyond existing practices
  • Exceptional written, visual, and verbal communication skills
  • Creative thinking with customer focused mindset
  • Entrepreneurial mindset, with a bias for customer focused innovation
  • Technical and analytical aptitude or background
  • Preferred experience with SQL and complex data structures
  • Excellent problem solving and troubleshooting
  • Bachelor’s degree in a technology, business discipline, or MBA a plus


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