Product Manager, Customer Communications

2 weeks ago

Bengaluru, Karnataka, India Wayfair Full time

Product Manager, (Communications Intel)

About Wayfair

Wayfair's communications platform processes 100+ million daily messages to customers and suppliers around the world through emails, push notifications, and SMS. We're looking for a product manager to orchestrate our next-generation platform to drive scale and resiliency when determining what message goes to which customer through which channel.

This product manager will work closely with engineers, machine learning scientists, data science analysts, and marketing partners to crystalize the vision for the team and own roadmap prioritization and execution.

A successful candidate will use technical skills, analytical expertise, and problem solving abilities to help optimize our communication channel performance. They will be an expert on our communications data and infrastructure. This role requires fluency in the underlying technologies to credibly engage engineers and machine learning scientists in conversations around testing, architecture, and delivery.

We are looking for a product athlete; fluent in Agile and leading frameworks, with a history of successfully designing and launching marketing automation, B2C and/or B2B products.

This role is located in Bengalaru, India and will engage regularly with team members and marketing stakeholders in Boston, Massachusetts.

What You'll Do

  • Collaborate closely with engineers, machine learning scientists, data science analysts and marketing stakeholders to align on top priorities and roadmap for the Intelligence team that supports Wayfair's Communications platform. Where there are tradeoffs in prioritization, size effort and upside potential to inform next steps.
  • Become a subject matter expert in Wayfair's Communications Platform, which is a proprietary and complex space. This expertise will be pivotal to maximize ROI of integrations, identify opportunities for quick wins, proactively call out risks/blockers, inform phasing and sequencing of initiatives, and more.
  • Partner with marketing stakeholders to understand their businesses and co-develop solutions to supercharge growth, improve customer satisfaction and engagement, and increase automation.
  • Work with external vendors to fully leverage their capabilities, identify breakthrough opportunities, and resolve operational issues.
  • Use Agile processes to collaborate with Engineering and Data Science to execute on the roadmap while harnessing the power of emerging technologies.
  • Communicate and evangelize the product vision and progress with tech and marketing stakeholders.
  • Develop and monitor OKRs for key product initiatives and ensure alignment with stakeholder objectives.
  • Work with leadership to improve product craft and processes throughout the extended Ad Technology and Customer Intelligence team.

What You'll Need:

  • 5+ years of Product Management experience across product discovery, development, and delivery
  • 2+ years building high-volume message products or infrastructure, with experience working for email marketing vendors, email service providers, or cloud service providers a plus.
  • Solid understanding of the mechanics and lifecycle of marketing automation, ideally with email, SMS, and push notifications.
  • Builder mentality -- you think in terms of customer problems and technology solutions, and have demonstrated success in creating business-focused products.
  • E-commerce experience preferred but not required.
  • Sufficient technical literacy to both understand the underpinnings of products to make key decisions as well as effectively communicate with engineers and data scientists.
  • Solid SQL data wrangling skills, ability to create data stories and reports with visualization tools such as Looker, and experience calling APIs using Python or other languages.
  • Excellent communication and stakeholder management skills at the senior leadership level.
  • Understanding of email end-to-end delivery including IP addresses, authentication, etc. a plus
  • A "no excuses" mentality that pushes through issues with creative solutions and tenacity, while maintaining a grace-under-pressure demeanor.
  • Positive, people-oriented, and energetic attitude.

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.

Need Assistance?

For more information about applying for a career at Wayfair, visit our FAQ page here.

About Wayfair Inc.
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