Senior Manager Customer NPS Happiness

ONSITE Boston MA (Monday Thursday in office)

Wayfair Professionals North American Business to Business (B2B) and Global Sales team is seeking a collaborative analyticaloriented thought leader to help drive Wayfairs B2B and Sales agenda. The role will lead the B2B and Sales NPS & Happiness team that will help monitor and derive insights from B2B and Sales customers to drive high impact improvements for our customers. We serve our B2B customers via a gated site experience that is tailored based on a given customers vertical (e.g. Commercial Office Interior Design Contractor). We serve highervalue customers (both B2B and B2C) sales support. Sales teams establish relationships with purchasing decisionmakers educate customers about Wayfairs assortment services and capabilities and proactively reach out to intercept emerging needs to help them complete their orders and projects.

We seek a motivated leader who will partner with stakeholders across the customer journey team and B2B & Global Sales STO to understand customer sentiment key drivers and identify opportunities to improve the customer experience and drive increased revenue. The role will report to the head of Journey Experience Design & Improvement (L6) and will partner directly with stakeholders across Sales Sales Enablement Tech Marketing Storefront Merch and others to identify and execute on improvements. This includes standing up ongoing reporting to diagnose changes in customerfelt trends collecting qualitative input across social media inperson customer forums and research panels and conducting deep dives on sales interactions and storefront funnel behavior. As trends and opportunities are identified you will proactively partner with crossfunctional teams to prioritize improvements and ensure followthrough on execution.

What youll do:

• Partner with Customer Journey leaders to:
  • Deeply understand customer sentiment and key drivers nuanced by customer segment channel journey etc.
  • Develop action plans to address drivers of negative customer sentiment and/or accelerate positive trends driving buyin from relevant teams that will drive the change
  • Create mid and longterm roadmaps to improve how we continuously monitor customer sentiment and associated drivers. Build repeatable model to ensure that stakeholders have a greater appreciation of ongoing trends and findings.
  • Evangelize impact of actioning on findings with rest of Wayfair to create feedback loop where those teams increasingly rely on our findings as input for their roadmaps action plans etc.
• Manage team of 45 NPS and Happiness Analysts and Associates to:
  • Ensure we closely track and continuously understand customer sentiment across a range of touchpoints (e.g. Sales interactions Storefront funnel social media posting inperson customer panels)
  • Provide targeted customer NPS and happiness feedback to relevant stakeholder groups focusing on actionable findings and recommendations based on trends
  • Prepare initial value at stake estimates to increase buyin on findings from crossfunctional stakeholder teams that require more convincing to prioritize appropriately
  • Assist in scoping project initiatives ensuring project management operational excellence from problem definition through execution
• Coordinate with crossfunctional teams of B2B Enablement and Tech Resources to:
  • Incorporate new data signals to improve how we identify and monitor sentiment of B2B and Sales customers (e.g. Generative AIderived contact insights)
• Primary evaluation criteria for this role will be:
  • How well are we monitoring and acting upon findings / trends related to customer sentiment How wellreasoned are opportunities identified associated problem statements and proposed improvements How is quality of execution and coordination with crossfunctional partners in Analytics Tech Sales Storefront)
  • What improvements to the customer experience are directly tied to findings / trends surfaced by the NPS and Happiness team

What youll need:

• 5 years of experience in product management strategy & operations consulting or similar roles focused on improving customer experience
• Communication: Ability to understand and empathize with diverse stakeholders across functions and tailor messaging / communication appropriately; ability to create consistent messaging about complex projects flexing to audience needs but creating cohesion on the objective and guiding principles
• Strategic thinking / problem solving: Ability to break down complex ambiguous problems into logical objectives translating needs into discrete actionable steps for partner teams to execute
• Crossfunctional collaboration: Passion for working collaboratively across functions to drive operational improvements and projects. Empathetic with stakeholder and partner (sales sales tech analytics other customer experience teams) needs and perspectives to drive cohesive vision and execution
• Team leadership: Experience leading teams of analysts and associates leveraging team members to maximize speed to execution proactively coaching toward operational excellence developing and leveraging diverse skill sets managing workloads to delegate and distribute appropriately
• Program/Process management: Ability to manage processes efficiently by scoping logical steps from ideation to project completion organizing data / materials for broad understanding synthesizing stakeholder feedback ensuring project interim steps are on time and delivering results on time with high quality
• Data Analysis: Experience large data sets and extracting insights preferably with SQL or GBQ as well as visualization tools (e.g. Looker Data Studio)
• Data Interpretation: Ability to synthesize insights from data analysis understanding trends that affect performance in the shortterm and identifying longterm opportunities for improvement

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 .

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About Wayfair Inc.
Wayfair is one of the worlds 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 were reinventing the way people shop for their homes. Through our commitment to industryleading technology and creative problemsolving we are confident that Wayfair will be home to the most rewarding work of your career. If youre looking for rapid growth constant learning and dynamic challenges then youll find that amazing career opportunities are knocking.

No matter who you are Wayfair is a place you can call home. Were a community of innovators risktakers and trailblazers who celebrate our differences and know that our unique perspectives make us stronger smarter and wellpositioned 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. Thats why were 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 genetic information or any other legally protected characteristic.

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