Director Of Product Management - Customer Service Products

Wayfair LLC Boston , MA 02298

Posted 3 weeks ago

Director Product Management: Customer Service Products

Are you passionate about e-commerce and creating scalable operational systems that will drive our business and elevate customer, supplier, and employee experiences? 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? At Wayfair, world-class customer service is key to our winning business strategy. Join our team as Director of Customer Service Products to manage the technologies that let our rapidly growing customer service team deliver an exceptional, tailored customer service experience while optimizing for efficiency and scale.

Our Product Management team is responsible for providing the vision, execution, and analysis necessary to delight customers and support Wayfair operations teams with world class experiences. You'll be responsible for utilizing emerging technologies to support the rapidly growing Global Customer Service organization

  • Develop agent workflows that are both easy to use, leveraging B2C user experience patterns to make every Wayfair service agent an expert on day one, but also systematically complex providing contextual recommendations with regional variations

  • Leverage automation to identify variations from the happy path (potentially even before the customer contacts us) and monitor issues through to resolution

  • Enable a consistently excellent service experience via intelligent tools for training, analysis/QA, coaching, and continuous improvement.

The successful candidate will marry consumer and agent feedback and usage patterns with customer service operational data to rapidly plan and execute experiments that will have the biggest impact on the customer post-order experience. You will build and lead a team of experienced Product Managers to identify gaps in the current product capabilities and apply a data-driven framework to prioritize and iterate on solutions that maximize the value delivered to the business stakeholders. You will be responsible for working cross functionally with senior management, making appropriate project related tradeoffs, and measuring success of the team's initiatives.

Responsibilities:

  • Develop a global vision and product strategy to support both the US and the EU customer service teams

  • Build and mentor a team of experienced Product Managers (12+) to translate that vision into robust, intuitive systems

  • Utilize data to understand customer needs and behaviors as well as business objectives, and transform that knowledge into product roadmaps

  • Partner closely with our Customer Service organization to identify opportunities to drive efficiency as we scale

  • Work cross-functionally to prioritize competing interests and focus roadmaps on the highest impact activities, aligned with broader company objectives

  • Partner with engineering leadership on quickest speed to value (3rd party vs. home grown solutions)

  • Work with data science to identify areas to apply AI/Machine Learning to accelerate and optimize the diagnosis and end-to-end resolution process

  • Partner with Product peers in supply chain to optimize customer journeys

  • Monitor performance of your focus area and measure impact of your product enhancements or experiments

  • Communicate plans and performance metrics to key stakeholders throughout the organization

Qualifications/Attributes:

  • 7+ years experience in B2C or B2B, analytically rigorous, high-performance settings, with preference for candidates with a mix of start-up and large company experience

  • 3+ years experience successfully leading and growing teams that are highly effective in business impact and team culture

  • Experience with call center technology a plus

  • Excellent analytical skills with demonstrated experience turning data into actionable insights

  • Deep understanding of business strategy and metrics

  • Passion for learning new technologies and building functional and engaging user experiences

  • Cross-functional leadership and communication experience

  • Entrepreneurial mindset, with a bias for customer focused innovation

  • A. or B.S. with strong academic record, preference for technical, business, or scientific degree

  • Familiarity with Excel, SQL, and AB testing practices a plus

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