Product Manager, Wayfair
Self-Service Experiences
A global online homeware marketplace
Be an early applicant
A global online homeware marketplace
1001+ employees
Be an early applicant
1001+ employees
Company mission
To help everyone, anywhere create their feeling of home.
Role
Who you are
- 3+ years of product experience in managing operational or employee-focused technologies/IT systems, developing and executing to KPIs with measurable success
- Experience in creating exception employee experiences that increase productivity while lowering operational costs, and investing proactively in automation
- Strong experience measuring adoption and engagement metrics, developing plans to address gaps or user experiences issues
- Proven SQL knowledge – can use SQL to pull and analyze ad hoc data when necessary
- Strong written and verbal communication and a demonstrated ability to explain technical concepts to non-technical audiences
- Demonstrable ability to be technically hands-on, up to architecting high-level system plans
- Ability to work across several stakeholder groups and juggle many large initiatives simultaneously
- Ability to structure problems, develop clear hypotheses, and prioritize work against the largest impact initiatives
- Experience working with engineering teams, running sprints, stand-ups, and backlog
- Cultivate senior presence and be the leader of your product
- Experience with CI/CD pipelines, configuration of an ITSM tool such as ticket routing, service catalogs, etc
- Familiarity with self-service technologies, AI, chatbot platforms, knowledge bases, and ticketing systems (e.g., ServiceNow)
What the job involves
- We are looking for a seasoned Product Manager to manage a portfolio of technologies currently in use, target inefficiencies and develop a roadmap to improve productivity and experience KPIs
- These technologies are used to support mission critical systems, hence requiring a person who can balance operational efficiency along with continuous improvement goals
- This person will work with cross-functional teams and leaders, including operations, science teams, engineers, analysts, on capabilities needed for efficient operations while enabling technologies for reimagining our customer and supplier experiences
- This person will act with a high degree of freedom and ownership, setting platform vision, forming strong relationships with senior cross-functional partners (both technical and non-technical), aligning on a shared vision for success, and delivering results that create meaningful business impact
- This person will translate the business/user needs into a pragmatic and iterative strategy and roadmap, along with providing specifications and user stories for the engineering teams, making smart trade-offs between time and complexity to develop market ready solutions
- Own the self-service tooling and workflows, reducing friction for employees, improving quality of resolution while managing and maintaining efficiency KPIs
- Manage cross-functional programs, and partner with business and technology teams to drive solutions to market, including but not limited to system migrations, employee workflow management, operational systems management
- Collaborate with cross-functional teams that include Office Facilities, Legal, Talent (HR), and IT gathering requirements and identifying key opportunity areas to improve team productivity and efficiency
- Be the subject matter expert and owner of your products, with 3+ years of experience working with various employee productivity tooling
- Be a highly visible thought partner to senior level leaders, acting as their primary “go-to” for product strategy and related cross-functional initiatives
- Prioritize requests for features by understanding the business value and impact, weighed against the risks and development cost
- Evaluate and prioritize operational issues within service, invest proactively to ensure the high value issues are driven to resolution through targeted support and self-service solutions
- Invest in understanding market evolution on new products, design/implementation patterns, and conduct build vs buy analysts to identify when a new solution can improve the efficiency of our solution along with the cost of operations for products
- Accountable for the end-to-end delivery of platform enhancements and support
- Develop and maintain a user-centric product vision and roadmap, keeping stakeholders and constituents up to date on the top level goals and timelines
- Translate product strategy/outcomes into initiatives into engineering stories/tickets, allowing engineering to run with your ideas
- Regularly communicate our periodic goals and progress to keep stakeholders apprised of your work and product progress
- Identify digital friction and design solutions across employee support services to boost employee productivity and happiness
Our take
Wayfair emerged in the early era of eCommerce with a mission to revolutionize online shopping, offering customers a convenient platform to purchase goods. Today, it stands as one of the foremost global players in the online furniture delivery industry, boasting an impressive inventory of over 33 million products.
Renowned for its extensive product range and comprehensive service offerings, Wayfair distinguishes itself by providing an end-to-end customer experience, from browsing to doorstep delivery. Despite its prominence, the company faces profitability challenges attributed largely to expansion expenses. Nonetheless, its solid presence in the competitive online homeware sector solidifies its position as a key contender.
With ambitious global expansion plans, Wayfair remains committed to maintaining its leadership in the industry. As it aspires to become the ultimate destination for all home needs, its more recent ventures into physical retail represent significant strides toward this overarching goal.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
-14% employee growth in 12 months
Company
Company values
- Relentless Customer Focus: Delivering an exceptional customer experience drives everything we do. We invest in understanding our customers and partners. We are all in customer service
- Deliver Rsults With Agility: We prioritize work that drives long-term value. We execute with urgency, learn from failure, and nimbly pivot. The outcomes of our efforts are impactful, measurable results
- Use Good Judgement: We are bold and confident, never reckless. We make reasoned, calculated decisions based on data, critical thinking, and pattern recognition
- Build the Best Team: We lead by setting the bar high, articulating clear goals, and diving deep. We hire, develop, and leverage only the best. Our leaders continually reevaluate and strengthen their teams and do not shy away from hard decisions. We expect and demonstrate excellence
- Collaborate Effectively: We invest in cross-functional global partnerships that maximize impact and minimize duplication. We prize collaboration in all interactions – with our teammates, stakeholders, and suppliers. We disagree, align, and commit. Effectiveness and efficiency in collaboration are required.
- Respect Others: We earn and show respect, treating our teammates and partners with empathy and inclusion. We presume good intent while prioritizing impact. We balance confidence and candor with humility and kindness.
- Be an Owner: We are Wayfair first. We act on what’s best for the company, ahead of team or individual goals. We spend every dollar as if it is our own. We take pride in Wayfair’s success while planning the next win. We always think long-term
- Innovate & Improve: We are not limited by precedent. We boldly challenge the norm. We continually identify opportunities to innovate, improve, and simplify. We value incremental improvements, but we also look for game-changing breakthroughs.
- Adapt & Grow: We value adaptability and self-reflection. We find opportunity in every change, experience, and mistake. We are committed to continuous self-improvement.
Company HQ
Prudential / St. Botolph, Boston, MA
Articles
Leadership
Niraj Shah
(Co-Founder & CEO)Studied Engineering at Cornell University before co-founding Spinners, a Boston-based IT services company. Previously acted as Entrepreneur in Residence for Greylock and has served as CEO of Wayfair since co-founding the company in 2002.
Steven Conine
(Co-Founder)Co-founded Spinners before working for Operations at iXL. Conine also co-founded Pillar VC in 2016.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 66 more jobs at Wayfair