Senior Product Associate - Service Product & Systems
Do you love solving challenging problems, collaborating with really smart people, and leveraging technology for rapid innovation? Join the Operations Product Innovation team at Wayfair! We’re a team of product managers who are passionate about e-commerce and creating scalable operational systems that will fuel our company growth and elevate customer, supplier, and employee experiences.
The Service Products and Systems team within the Operations Product Innovation department is responsible for ensuring an exceptional post-order experience for the customer. We partner with stakeholders across the business to drive technology solutions that enable world class customer service experiences. This includes arming the customer service team with the right tools to connect with the customer and then solve issues fully, expediently, and to our customer’s complete satisfaction. We also focus on proactively providing customers with self-service capabilities and the right information at the right time for a positive experience with delivery or any order problems or changes.
This role entails working with business stakeholders to define requirements for software projects, working with engineering to plan, QA, implement, and troubleshoot these projects, and serving as a subject matter expert. We take a data driven approach to identify opportunities for improvements, develop hypothesis and run experiments to validate, and measure the impact of our solutions by looking at KPIs such as Net Promoter Score, First Call Resolution, Contacts per Order, and On Time Delivery. Come join our growing product team and have a major impact on Wayfair’s growth and ability to scale!
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About Wayfair Inc.
Wayfair believes everyone should live in a home they love. Through technology and innovation, Wayfair makes it possible for shoppers to quickly and easily find exactly what they want from a selection of more than 10 million items across home furnishings, décor, home improvement, housewares and more. Committed to delighting its customers every step of the way, Wayfair is reinventing the way people shop for their homes - from product discovery to final delivery.
The Wayfair family of sites includes:
Wayfair generated $5.2 billion in net revenue for the twelve months ended March 31, 2018. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 8,700 people.
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