Manager, GPRE Platform Enablement

Wayfair; Boston (MA); Sur place; USD 120 000 - 180 000; Plein temps

Résumé du poste

Wayfair in Boston is seeking a Program Manager to lead cross-functional initiatives that improve service platforms and workflows for suppliers and internal teams. You will drive discovery, planning, and adoption, coordinating platform migrations, risks, and stakeholder communications.

You will collaborate with engineering to prioritize issues, manage vendor relationships, and establish clear incident updates.

Qualifications

• Experience leading cross-functional programs involving business teams, technical partners, and operational stakeholders.
• Ability to translate user and business needs into clear requirements and actionable plans.
• Strong written and verbal communication skills, including coordinating incident updates with senior stakeholders.
• Experience managing competing priorities, identifying risks, and making decisions with incomplete information.
• Familiarity with service or support platforms, workflow automation, AI tools, or QA tools.

Responsabilités

• Lead programs that improve service platforms, workflows, and support operations, from discovery and planning through launch and adoption.
• Coordinate platform migration readiness, including risks, requirements, stakeholder communications, and user acceptance testing.
• Partner with engineering teams to prioritize platform issues and enhancements, clarify business needs, and track follow-through.
• Establish clear processes for incident communications, working with technical teams and business leaders to share timely, accurate updates.
• Oversee intake and prioritization for platform requests; help teams resolve issues and close or redirect stale work.
• Manage relationships with platform vendors, including support needs, access, roadmaps, and renewal planning.
• Guide the responsible use of AI and automation tools, including employee enablement, documentation, and ongoing support.
• Develop team members, clarify ownership across the team, and communicate priorities and progress to partners.
• Maintain appropriate access, administration, and continuity plans for key platforms and workflows.

Connaissances

Cross-functional leadership

Platform program management

Requirements translation

Stakeholder communications

Risk assessment

Vendor management

AI tools familiarity

Team development

Incident communications

Description du poste

Our team improves the tools and processes suppliers use to get support and manage their business with Wayfair. We work with technology and operations teams to automate support tasks, improve the Partner Home Virtual Assistant, maintain and modernize platforms, and use supplier feedback to identify opportunities to improve the experience. This work supports broader goals to make supplier self-service more effective, resolve support needs more efficiently, and provide reliable platforms for Wayfair teams and suppliers.

What You’ll Do

• Lead programs that improve service platforms, workflows, and support operations, from discovery and planning through launch and adoption.
• Coordinate platform migration readiness, including risks, requirements, stakeholder communications, and user acceptance testing.
• Partner with engineering teams to prioritize platform issues and enhancements, clarify business needs, and track follow-through.
• Establish clear processes for incident communications, working with technical teams and business leaders to share timely, accurate updates.
• Oversee intake and prioritization for platform requests; help teams resolve issues and close or redirect stale work.
• Manage relationships with platform vendors, including support needs, access, roadmaps, and renewal planning.
• Guide the responsible use of AI and automation tools, including employee enablement, documentation, and ongoing support.
• Develop team members, clarify ownership across the team, and communicate priorities and progress to partners.
• Maintain appropriate access, administration, and continuity plans for key platforms and workflows.

What You’ll Need

• Experience leading cross-functional programs involving business teams, technical partners, and operational stakeholders.
• Experience managing platform implementations, migrations, or significant process changes from planning through adoption.
• Ability to translate user and business needs into clear requirements, priorities, and actionable plans.
• Strong written and verbal communication skills, including the ability to coordinate incident updates and communicate with senior stakeholders.
• Experience managing competing priorities, identifying risks, and making decisions with incomplete information.
• Ability to build productive relationships with engineering teams, vendors, and business partners.
• Experience coaching or developing team members and clarifying roles and accountability.
• Familiarity with service or support platforms, workflow automation, AI tools, or quality assurance tools.

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 [e-mail].

The above base pay range may vary depending on location, job-related knowledge, skills and experience. For internal candidates, compensation determinations will be made based on your current position / level, your location, and the new position according to Wayfair's internal mobility policy. As you move through the internal interview process, your recruiter will be able to provide additional details regarding your specific compensation. Please note, the terms of internal offers, including the salary offered, are not negotiable.