Senior Product Manager, Post-Order Experience

Who We Are [Post-Order Experience]

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.

The Post-Order Experience team builds the systems that enable the customer to have confidence in Wayfair by providing timely, proactive information about the order lifecycle and easy paths to solutions when something goes wrong. With millions of impressions each month on pages like My Account and Track Package, we have immense potential to create better experiences that lead to both repeat revenue and cost savings. 

We’re looking for a Senior Product Manager who not only enjoys getting into the details of their stakeholders’ needs, but also executing on their ideas through fruition on a global scale. As part of the Post-Order team, you will develop and execute on the product roadmap across both revenue generation (upsell & cross-sell opportunities) and cost reduction (preventing the need for customers to contact us). You will drive business outcomes through strong stakeholder engagement and creative and testable solutions for metric improvements, while simultaneously supporting investments in technology transformation initiatives that simplify and modernize our code base. 

You are customer and data-obsessed, and love turning quantitative and qualitative findings into insights and strategy to drive product priorities. You have demonstrated success in inspiring and leading a cross-functional team in rapidly delivering value to your customers. You’re one to aim high, calibrate constantly, and know when to double down or fold in pursuit of something even greater.

What You'll Do

• Create a product roadmap for a cross-functional group of development teams across all platforms. You will own your roadmap, measure performance, keep your pulse on the customer, anticipate bottlenecks, make tradeoffs, and take acceptable risks to maximize the benefit for our customers and business
• Build strong relationships throughout the organization, ensuring transparency across our roadmaps and surfacing opportunities to improve our collective velocity, consistency and/or quality
• Autonomously establish and maintain collaborative, trusting relationships with stakeholders and manage expectations
• Partner closely with Engineering and Analytics teams to execute against your roadmap and continually improve team velocity
• Improve our product in ways that matter most to our users and have the biggest impact on our KPIs by using quantitative and qualitative data
• Work with your product peers and leadership to contribute to improving our product craft and processes throughout the extended Data Engineering team

What You’ll Need

• 5+ years of product management experience, preferably in customer-facing roles 
• Strong technical background with a passion for breaking down challenging problems
• Excellent analytical skills with demonstrated experience turning data into actionable insights (preference for working with Google Cloud Platform products such as Google BigQuery, Looker or similar products experiences from another platform)
• Proficient with SQL and writing complex but efficient queries
• Excellent communication and stakeholder management skills at the senior leadership level, as well as with cross-functional teams, especially ability to partner with engineering teams and explain technical terminology to non-technical audiences
• Deep understanding of business strategy and metrics
• BA with strong academic record (strong preference for technical/engineering backgrounds)
• Positive, people-oriented, and energetic attitude