Who We Are:

Wayfair’s internal employee technology teams are responsible for planning, executing and handing off large, complex, cross-functional technology dedicated to serve our employees across our operations. These teams own everything from employee onboarding and continued productivity support, productivity tools, asset management and in-office experiences. The goal of this team is to solve dynamic technology needs for Wayfairians everywhere by providing them a frictionless technology support experience.

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.

 

What You’ll Do:

 

• 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

 

We Are a Match Because You Have:

 

• 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)

 

Why You’ll Love Wayfair:

• Time Off:
• Paid Holidays
• Paid Time Off (PTO)
• Health & Wellness:
• Full Health Benefits (Medical, Dental, Vision, HSA/FSA)
• Life Insurance
• DIsability Protection (Short Term & Long Term DIsability) 
• Global Wellbeing: Gym/Fitness discounts (including US Peloton, Global ClassPass, and various regional gym memberships)
• Mental Health Support (Global Mental Health, Global Wayhealthy Recordings)
• Caregiver Services
• Financial Growth & Security:
• 401K Matching (Employee Matching Program)
• Tuition Reimbursement 
• Financial Health Education (Knowledge of Financial Education - KOFE)
• Tax Advantaged Accounts
• Family Support:
• Family Planning Support
• Parental Leave
• Global Surrogacy & Adoption Policy
• Professional Development & Recognition:
• Rewards & Recognition 
• Global Employee Anniversary Awards 
• Paid Volunteer Work 
• Unique Perks:
• Employee Discount 
• U.S. Bluebikes Membership
• Global Pod Outings
• Work/Life Balance:
• Emphasizing a supportive & flexible work environment that encourages a balance between personal and professional commitments 

We are looking forward to your application!

Assistance for Individuals with Disabilities

Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accommodations for Applicants form.