Senior Manager, Voice of Customer

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

Benefits offered by this job

Equity grants

Job summary

Wayfair is seeking a senior leader to own the Voice of Customer program, setting vision and a 6–12 month roadmap. You will lead a team of data scientists, analysts, and associates, building processes that merge surveys, reviews, and behavioral data into actionable insights.

You will establish measures like NPS and CSAT, drive analytics, and translate findings into prioritized recommendations for cross-functional roadmaps across Product, Service, and Operations.

Qualifications

• Bachelor’s degree and leadership experience in management consulting, customer experience, strategy, analytics, research, operations, product management, or a related field.
• 3+ years of experience leading and developing high-performing teams in customer insights, analytics, or a related discipline
• Experience building or managing Voice of Customer, customer insights, research, or experience measurement programs.
• Strong analytical capabilities with SQL/Excel/BigQuery and data visualization or experimentation tools.
• Strong business judgment and problem-solving skills to turn data into actions.
• Excellent communication and presentation skills to influence senior leaders.

Responsibilities

• Own the customer and business outcomes for Wayfair’s Voice of Customer program, leading its vision, strategy, and 6-12 month roadmap.
• Manage and develop a high-performing team of Data Science Managers, Analysts, and Associates.
• Build scalable VoC capabilities that integrate surveys, customer contacts, reviews, social feedback, behavioral data, and operational signals.
• Establish and evolve key VoC measures, including NPS, CSAT, customer effort, contact drivers, Post Incident NPS, and repeat rate.
• Lead quantitative and qualitative analysis including survey design, text and speech analysis and root-cause investigation.
• Translate customer insights into clear narratives and prioritized recommendations; partner with senior leaders to embed the customer voice in roadmaps and decisions.
• Establish governance and closed-loop mechanisms ensuring insights reach frontline teams with clear accountability.
• Build and scale AI and automation tools to improve insight generation and decision-making.
• Connect customer experience insights to business outcomes like retention, revenue, and cost to serve.

Skills

Leadership experience

Analytical thinking

Communication skills

Education

Bachelor’s degree

Tools

SQL

BigQuery

Excel/Google Sheets

Job description

he 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

Wayfair’s Voice of Customer (VoC) team is at the center of how customer perspectives inform business decisions. The team captures, analyzes, and synthesizes millions of feedback signals—from surveys, reviews, customer contacts, and behavioral data—into actionable insights that shape service strategy, product experiences, and long-term customer loyalty. By connecting customer sentiment with operational performance and financial outcomes, VoC helps ensure the customer voice is embedded in how Wayfair prioritizes and acts.

What You’ll Do

• Own the customer and business outcomes for Wayfair’s Voice of Customer program, leading its vision, strategy, and 6-12 month roadmap.
• Manage and develop a high-performing team of Data Science Managers, Analysts, and Associates.
• Build scalable VoC capabilities that integrate surveys, customer contacts, reviews, social feedback, behavioral data, and operational signals.
• Establish and evolve key VoC measures, including NPS, CSAT, customer effort, contact drivers, Post Incident NPS, and repeat rate.
• Lead quantitative and qualitative analysis—including survey design, text and speech analysis and root-cause investigation, to surface emerging issues, prioritize experience opportunities, and quantify business impact.
• Translate customer insights into clear narratives, experience standards, and prioritized recommendations; partner with senior leaders and teams across Product, Service, Operations, Policy, and other functions to embed the customer voice in roadmaps, operating decisions, and experience improvements.
• Establish governance and closed-loop mechanisms that ensure insights reach frontline teams, journey owners, and executives, with clear accountability for follow-through.
• Build and scale AI and automation tools that improve insight generation, identify emerging issues, and help leaders make more customer-informed decisions.
• Connect customer experience insights to business outcomes, including customer effort, retention, repeat rate, revenue, cost to serve, and return on investment.

What You’ll Need

• Bachelor’s degree and leadership experience in management consulting, customer experience, strategy, analytics, research, operations, product management, or a related field.
• 3+ years of experience leading and developing high-performing teams in customer insights, analytics, or a related discipline
• Experience building or managing Voice of Customer, customer insights, research, or experience measurement programs.
• Strong analytical capabilities, including experience with SQL, Excel or Google Sheets, BigQuery, data visualization, experimentation, statistics, or similar tools.
• Strong business judgment and structured problem-solving skills, with the ability to turn complex data and ambiguous questions into clear actions.
• Excellent communication and presentation skills, with the ability to influence senior leaders and synthesize multiple perspectives into a compelling narrative.
• Experience working cross-functionally in a fast-paced, high-growth environment and leading through change.
• Experience applying AI, automation, predictive analytics, or machine learning to improve customer experience or business decision‑making is preferred.
• A customer‑first mindset and passion for ensuring the customer’s voice shapes business decisions.

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].