Product Manager, Customer Communications

4 days ago

Bengaluru, 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. 

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 Berlin, 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 (/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at 

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