Senior Manager of Customer Experience, Pre-Delivery & Post-Order Communications Journeys

Wayfair; Boston (MA); On-site; USD 166,000 - 185,000; Full time

Job summary

Wayfair in Boston, MA is seeking a Senior Manager, Pre-Delivery & Post-Order Communications Journeys to lead the strategy and execution of customer-facing touchpoints from pre-ship to post-delivery. You will partner with Service, Operations, Product, and fulfillment to improve visibility, reduce avoidable contacts, and drive faster resolution.

You will manage a team of Managers and Senior Analysts, using data and AI to deliver measurable improvements across complex journeys.

Qualifications

• Bachelor's degree or equivalent experience in a related field; a master’s degree is a plus.
• Significant experience leading and developing high-performing teams, including Managers and experienced individual contributors.
• Experience owning complex customer, product, operational, or communications journeys from strategy through execution and iteration.
• Strong business judgment, structured problem-solving, and the ability to turn ambiguous questions and data into action.
• Excellent communication and cross-functional leadership skills, with experience influencing senior stakeholders and driving alignment.
• Strong analytical capabilities, including experience with business modeling, SQL, Excel, or similar tools.
• Experience applying AI or automation to improve customer experience, operational efficiency, or decision-making is preferred.
• A customer‑first mindset and passion for simplifying complex post‑purchase experiences.

Responsibilities

• Own the customer and business outcomes for pre-delivery and post-order communications journeys, leading the vision, strategy, and 6-12 month roadmap to deliver measurable impact.
• Manage and develop a team of Managers and Senior Analysts, fostering accountability, customer obsession, analytical rigor, and continuous improvement.
• Own the end-to-end communications and self-service experience, ensuring customers receive timely, accurate, actionable, and personalized information throughout their journey.
• Translate customer, agent, and operational needs into prioritized initiatives and measurable business outcomes, partnering across the broader customer, fulfillment, and delivery ecosystem to drive execution.
• Establish operating mechanisms; use data, customer feedback, experimentation, benchmarking, and operational insights to identify opportunities and measure impact.
• Identify and scale opportunities to apply AI, automation, predictive detection, and intelligent decisioning to improve customer experience and operational efficiency.
• Communicate strategy, tradeoffs, risks, and results to senior leadership while contributing to broader team and Customer Service priorities.

Skills

Leadership

Analytics

SQL

Excel

Strategy

Communication

Education

Bachelor's degree or higher

Job description

The base salary for this position is $165,663.00 - 184,875.50 per year. The base salary offered may vary depending on location, job-related knowledge, skills, and experience. This role is eligible for annual equity grants, subject to Board approval and company performance. Typical grant ranges vary by level and may significantly impact total compensation. For this position, equity could range from $62,837 to $70,125, subject to final approval by the company’s Board of Directors. Equity awards are not guaranteed, and the value of any equity award at the time of grant may fluctuate based on the company’s stock price and the grant date valuation.

Must be onsite in Boston, MA (Monday-Thursday)

Who We Are

At Wayfair, our award-winning Customer Service team combines technology and human empathy to build customer trust and loyalty from order placement through delivery and beyond. Journey Optimization, part of the Customer Experience Standards and Voice of Customer organization, helps define experience standards and turn customer feedback into meaningful improvements. The team advances Customer Service’s global mission to be “better than best in class” by continuously improving customer and agent journeys across people, process, policy, data, and technology.

As Senior Manager, Pre-Delivery & Post-Order Communications Journeys, you’ll lead the strategy and execution of touchpoints that keep customers informed, confident, and in control throughout the post-purchase experience. You’ll oversee communications across pre-ship, transit, delivery, and post-delivery—including email, SMS, push notifications, and order-tracking experiences—and partner with Service, Operations, Product, and fulfillment leaders to improve order visibility, reduce avoidable contacts, and create faster paths to resolution. You’ll lead a high-performing team, using data and emerging technology to deliver measurable improvements across complex customer journeys.

What You’ll Do

• Own the customer and business outcomes for Wayfair’s pre-delivery and post-order communications journeys, leading the vision, strategy, and 6-12 month roadmap to deliver measurable impact.
• Manage and develop a team of Managers and Senior Analysts, fostering accountability, customer obsession, analytical rigor, and continuous improvement.
• Own the end-to-end communications and self-service experience, ensuring customers receive timely, accurate, actionable, and personalized information throughout their journey.
• Translate customer, agent, and operational needs into prioritized initiatives and measurable business outcomes, partnering across the broader customer, fulfillment, and delivery ecosystem to drive execution.
• Establish operating mechanisms; use data, customer feedback, experimentation, benchmarking, and operational insights to identify opportunities and measure impact.
• Identify and scale opportunities to apply AI, automation, predictive detection, and intelligent decisioning to improve customer experience and operational efficiency.
• Communicate strategy, tradeoffs, risks, and results to senior leadership while contributing to broader team and Customer Service priorities.

What You’ll Need

• Bachelor’s degree or equivalent experience in a related field, with experience in management consulting, strategy, operations, analytics, product management, or a similar discipline; a master’s degree is a plus.
• Significant experience leading and developing high-performing teams, including Managers and experienced individual contributors.
• Experience owning complex customer, product, operational, or communications journeys from strategy through execution and iteration.
• Strong business judgment, structured problem-solving, and the ability to turn ambiguous questions and data into action.
• Excellent communication and cross-functional leadership skills, with experience influencing senior stakeholders and driving alignment.
• Strong analytical capabilities, including experience with business modeling, SQL, Excel, or similar tools.
• Experience applying AI or automation to improve customer experience, operational efficiency, or decision-making is preferred.
• A customer‑first mindset and passion for simplifying complex post‑purchase experiences.

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.

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].