Wayfair is hiring a

Director, Product Management, Customer Loyalty

Boston, United States

Wayfair is looking to fill a small number of leadership roles on its Product Management team to accelerate the differentiation of its customer experience and overall growth. The Customer Loyalty Product Management Director will lead a 30+ person cross-functional team responsible for driving a best-in-class Customer experience across our product (Web, Mobile Web, and App) to increase frequency of Customer engagement, purchase, and lifetime value. This leader will drive product solutions across the Customer experience with particular focus on loyalty programs, and private-label credit card for our Wayfair.com and Joss & Main brands. The Director is responsible for defining front-line product vision, developing cutting-edge customer-first strategies, and ultimately delivering on that vision with a unique, differentiated experience that delights Customers and accelerates Wayfair’s growth.

This role presents a significant intellectual, technical, and user experience challenge with enormous opportunity for business impact. As a product visionary and an inspiring people leader, you will lead a team of experienced Product Managers to help them generate ideas for new site features and enhancements, and ensure that we’re pushing the bounds of creativity and innovation, consistently executing at a high level.  S/he will directly lead a team of 5+ Sr. Product Manager and work cross functionally with leaders from our Data Science, Engineering, Creative, Customer Retention, Merchandising, and Executive teams. This leader must be adept at creating a shared vision and be the communicator who can get all stakeholders on board to drive delivery. This leader will be passionate about customer experience, innovation, and business growth.


  • Leverage our Product to accelerate customer engagement by owning all aspects from vision definition to execution across a cross-functional team
  • Directly lead and mentor a team of experienced Product Managers
  • Work with your team to translate the vision and voice of Wayfair into highly engaging and effective Web, Mobile Web, and App experiences
  • Work closely with senior managers across the organization to ensure the vision aligns with  broader company objectives
  • Utilize data to understand customer needs and behaviors as well as business objectives, and enable the team to transform that knowledge into website enhancements and new features
  • Monitor performance of the team’s initiatives and measure impact of product enhancements
  • Communicate performance metrics to key stakeholders throughout the organization
  • Build and maintain a roadmap to delight users and grow the business
  • Set the product strategy, prioritize features, build consensus, and coordinate product schedules with a team of engineers and designers to ship high-quality experiences to Wayfair customers
  • Write detailed requirements for product initiatives and project manage a team of engineers 
  • Build use cases and user stories around the product features and communicate them effectively with stakeholders
  • Integrate usability studies, user research, market analysis, and community feedback into product requirements to ensure products satisfy user needs as well as wants
  • Inform product decisions with quantitative data on user behavior and experimentation (a/b testing)
  • Coordinate with other product managers and designers to ensure cohesiveness of the overall customer experience.


  • 8+ years Product management experience (3+ e-commerce or retail product management experience), or those with exceptional leadership and business experience looking to make a transition from consulting and other industries into eCommerce
  • 4+ years experience successfully managing and developing highly effective teams
  • Strong UI/UX experience
  • Excellent analytical skills with demonstrated experience turning data into actionable insights
  • Deep understanding of business strategy and metrics
  • Passionate about building functional and engaging user experiences
  • Excellent written and oral communication skills
  • Technical background, or technical orientation
  • Strong cross functional leadership experience
  • Entrepreneurial mindset, with a bias for customer focused innovation
  • Bachelor’s degree in either a technology or business discipline, MBA a plus
About Wayfair:

Wayfair Inc. offers an extensive selection of home furnishings and décor across all styles and price points. The Wayfair family of brands includes:

  • Wayfair, an online destination for all things home
  • Joss & Main, where beautiful furniture and finds meet irresistible savings
  • AllModern, a go-to online source making modern design more accessible
  • DwellStudio, a design house with a decidedly modern vibe
  • Birch Lane, a collection of classic furnishings and timeless home décor

Wayfair generated $3.14 billion in net revenue for the twelve months ended September 30, 2016. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 5,600 people.

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