Product Manager Inbound Routing

Who We Are:

Wayfair believes everyone deserves a home they love and that furnishing your home should be a source of fun not anxiety. Our product team plays a crucial role in making this vision a reality for millions of people around the world. Partnering with Engineering Science Experience Design Analytics and executive business partners across Wayfair our product team ensures that were building technology that solves important customer problems in elegant scalable measurable ways. We have a modern tech stack including sophisticated capabilities around AI & data science multivariate testing and personalization. Were a highly collaborative supportive team that values learning psychological safety and intentional career development.

We are looking for a Product Manager to join our Sales Technology team. Sales Technology at Wayfair owns all of the tools and experiences used by hundreds of sales people to generate $3 billion dollars of our topline revenue. We do this across two primary programs Wayfair Professional our businesstobusiness offering (think Contractors Interior Designers) and our inbound Consumer Sales & Services team (think Design Services shopping help for complex items like large appliances). The Product Manager for our Inbound Routing team will lead the development of a contact routing solution that ensures optimal output for each interaction between our customers and sales associates.

Candidates for this position are preferred to be based in Toronto ON and will be expected to comply with their teams hybrid work schedule requirements.

What Youll Do

• Lead the development of a shopper/associate pairing solution that optimizes for customer and business success leveraging implicit and explicit signals to segment based on attributes such as customer profile intent product category channel efficacy and availability and associate specialization.
• Establish channel availability solutions that dynamically adjust in real time to workforce capacity and demand surges protecting both customer and agent experience.
• Deeply understand the technology used in your products the strong and weak points and become an expert at evolving technology competitor landscape.
• Identify refine and meticulously monitor your KPIs to understand the health of your product portfolio and opportunities for improvement.
• Gain deep empathy by conducting research and product discovery to identify opportunities for high value customer and business outcomes.
• Collaborate with adjacent business product experience design engineering and ML/data science teams responsible for various aspects of our sales funnel to maximize the impact of the technology your team supports.
• Translate data into information and insights with clear scenario analysis business impact risks that helps the business make strategic decisions and implement strategies with success.
• Test and learn fail fast rapidly iterate and find creative ways to drive customer and business outcomes.
• Balance priorities across multiple stakeholder groups with clarity candor and a firm focus on your product strategy and north star metrics.
• Contribute to the Sales Technology team and our mission to build a worldclass Sales experience for both customers and agents.

What Youll Need

• 35 years of product management experience leading engineering teams in an agile development environment ideally with exposure to a relevant product area.
• Demonstrated experience leveraging machine learning solutions to maximize results.
• Bias for action and an ability to work at tempo to meet deadlines handle and prioritize simultaneous requests and manage large crossfunctional efforts
• Instincts and willingness to engage in handson fast prototyping to help engineers translate priorities into functional intuitive workflows.
• Excellent analytical skills with demonstrated experience with hypothesisdriven learning and turning data into actionable insights.
• Superior communication skills with demonstrated ability to navigate a complex landscape.
• Experience in data visualization reporting or analytics preferred; intermediate proficiency with SQL a plus.
• Bachelors in an analytical discipline (Science Math Engineering Business Supply chain or similar) MBA preferred.

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 .

Need Assistance

For more information about applying for a career at Wayfair visit our .

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.

We are interested in retaining your data for a period of 12 months to consider you for suitable positions within Wayfair. Your personal data is processed in accordance with our Candidate Privacy Notice (which can found here: ). If you have any questions regarding our processing of your personal data please contact us at . If you would rather not have us retain your data please contact us anytime at