Customer Experience Manager

Wayfair LLC Boston , MA 02298

Posted 3 months ago

Title: Customer Experience Manager

Focus area: Customer Communications Systems

Do you have a passion for helping people? Do you like telling stories? Prefer to make decisions through a data-driven approach?

Wayfair is looking for a Customer Experience Manager. Who might you be? You are genuine and empathetic. You consistently strive to make the people around you better by providing insight into things that were previously unknown. If you're looking for a role with challenge, flexibility, and impact in a rapidly growing company, this role is for you.

What you will do:

  • Conduct deep-dives into post-order customer emails to make recommendations on cadence, content, and voice of communications to close gaps and drive continuous improvements

  • Set up and maintain an appropriate communications infrastructure including cross-functional team meetings, status reporting, and informal conversations to track program status and keep stakeholders up to date

  • Develop consistent monitoring of customer communications metrics, tying together a seamless understanding of our outbound customer communications and the impact on customer experience

  • Own the strategy for optimizing our communications to improve customer awareness that improve operational metrics and customer lifetime value

  • Implement performance improvement projects in collaboration with engineering, product, warehousing, and logistics teams to enhance customer experience


  • You have very strong communication skills and are able to translate numbers into compelling stories

  • Strong collaboration, planning, and prioritization skills

  • You are a great facilitator able to build bridges between teams and people, and you communicate status clearly, concisely, and accurately, especially with senior executives

  • A willingness to roll up your sleeves and do what it takes to get things done

  • Comfort leading in ambiguous situations and setting key priorities

  • Sense of humor and collaborative attitude

  • You possess an affinity for data, and resourcefulness in obtaining data when clean and or complete information is not available

  • 3-5 years leadership experience in consulting, supply chain, or project management

  • Up to 15% domestic travel, primarily to other Wayfair locations

What we offer:

  • Fun and collaborative work environment

  • Limitless career growth

  • Free snacks

  • Casual dress code

  • Paid time off

  • Health/wellness programs

  • Matching 401K

  • Monthly team outings

About Wayfair Inc.

Wayfair believes everyone should live in a home they love. Through technology and innovation, Wayfair makes it possible for shoppers to quickly and easily find exactly what they want from a selection of more than 10 million items across home furnishings, dcor, home improvement, housewares and more. Committed to delighting its customers every step of the way, Wayfair is reinventing the way people shop for their homes - from product discovery to final delivery.

The Wayfair family of sites includes:

  • Wayfair, an online destination for all things home

  • Joss & Main, where beautiful furniture and finds meet irresistible savings

  • AllModern, unbelievable prices on everything modern

  • Birch Lane, a collection of classic furnishings and timeless home dcor

  • Perigold, unparalleled access to the finest home dcor and furnishings

Wayfair generated $5.2 billion in net revenue for the twelve months ended March 31, 2018. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 8,700 people.

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Customer Experience Manager

Wayfair LLC