Wayfair Careers

Associate Director Product Management, Agent Experience Products

Boston, Massachusetts
Product Management

Job Description

Associate Director Product Management: Agent Experience 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 Associate Director of Agent Experience Products to manage the technologies that will enable a consistently excellent service experience as we rapidly scale.

This is a greenfield opportunity for a strong product leader to build a vision and team to develop a portfolio of solutions for the global customer service team to drive loyal, repeat customers through two areas:

  • Agent Engagement – drive effective bi-directional communication to harness on the ground ideas and communicate focus areas and change
  • Agent Performance – enable a consistently excellent service experience via intelligent tools for training, analysis/QA, coaching, and continuous improvement

The successful candidate will leverage end-user feedback, journey maps, and usage data with operational data to rapidly plan and execute experiments that will have the biggest impact on creating a high performing, consistent, happy, and engaged customer service team. 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.


  • Develop a global vision and product strategy for Agent Engagement and Performance for the global customer service teams
  • Hire a team of experienced Product Managers 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 NLP/AI/Machine Learning to accelerate and optimize the quality assurance and coaching process
  • 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


  • 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

About Us

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking. No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.

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