Must be onsite in Boston, MA (Monday-Thursday)

At Wayfair, we care about our customers! Our award-winning Customer Service (CS) team balances technology and human empathy to build customer trust and loyalty. From the time a customer places an order through delivery to their home and any post-order inquiries, our team works to make it easier than ever to shop for the home. The Journey Optimization team sits within the broader Customer Experience Standards and Voice of Customer organization, which helps define customer experience standards and translate customer feedback into meaningful improvements. Journey Optimization serves as a strategic engine for CS’s global mission to become “better than best in class,” optimizing customer and agent experiences through continuous improvements across people, process, policy, data, and technology.

As Senior Manager, Pre-Delivery & Post-Order Communications Journeys, you will lead the strategy and execution of touchpoints that keep customers informed, confident, and in control throughout the post-purchase experience. Your team will help customers understand what is happening with their order, what to expect next, and what actions they can take when plans change.You will oversee journeys spanning pre-ship, in-transit, delivery, and post-delivery communication touch points across channels including email, SMS, push notifications, My Orders, Track Package, and other emerging customer touchpoints. You will partner closely with leaders across Service, Operations, Product, and the broader fulfillment and delivery ecosystem to improve order visibility, reduce avoidable contacts, and create faster, more intuitive paths to resolution.

If you are passionate about improving complex customer journeys, leading high-performing teams, applying data to operational decisions, and turning emerging technologies into measurable business impact, this is an opportunity to shape one of Wayfair’s most important

What You’ll Do

• Own the customer and business outcomes for Wayfair’s pre-delivery and post-order communications journeys, leading the vision, strategy, and 6-12 month roadmap to deliver measurable impact.
• Manage and develop a team of Managers and Senior Analysts, fostering accountability, customer obsession, analytical rigor, and continuous improvement.
• Own the end-to-end communications and self-service experience, ensuring customers receive timely, accurate, actionable, and personalized information throughout their journey.
• Translate customer, agent, and operational needs into prioritized initiatives and measurable business outcomes, partnering across the broader customer, fulfillment, and delivery ecosystem to drive execution.
• Establish operating mechanisms; use data, customer feedback, experimentation, benchmarking, and operational insights to identify opportunities and measure impact.
• Identify and scale opportunities to apply AI, automation, predictive detection, and intelligent decisioning to improve customer experience and operational efficiency.
• Communicate strategy, tradeoffs, risks, and results to senior leadership while contributing to broader team and Customer Service priorities.

What You’ll Need

• Bachelor’s degree or equivalent experience in a related field, with substantial experience in management consulting, strategy, operations, analytics, product management, or a similar discipline; a master’s degree is a plus.
• Significant experience leading and developing high-performing teams, including Managers and experienced individual contributors.
• Experience owning complex customer, product, operational, or communications journeys from strategy through execution and iteration.
• Strong business judgment, structured problem-solving, and the ability to turn ambiguous questions and data into action.
• Excellent communication and cross-functional leadership skills, with experience influencing senior stakeholders and driving alignment.
• Strong analytical capabilities, including experience with business modeling, SQL, Python, Excel, or similar tools.
• Experience applying AI or automation to improve customer experience, operational efficiency, or decision-making is preferred.
• A customer-first mindset and passion for simplifying complex post-purchase experiences.

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 Accomodations for Applicants form.

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About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, 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, genetic information, or any other legally protected characteristic.

Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at [email protected].