Strategic Lead, Pre-Delivery & Post-Order Communications Journeys

Wayfair; Boston (MA); Vor Ort; USD 166.000 - 185.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Leadership

Analytics

SQL

Excel

Strategy

Communication

Ausbildung

Bachelor's degree or higher

Jobbeschreibung

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.