Associate Director, Product Management, Service Technology

Who We Are [Service Technology]

Wayfair believes everyone deserves a home they love, and that furnishing your home should be a source of fun, not anxiety. Our product team plays a crucial role in making this vision a reality for millions of people around the world. Partnering with engineering, UX design, analytics, and executive business partners across Wayfair, our product team ensures that we’re building technology that solves important customer problems in elegant, scalable, measurable ways. We have a modern tech stack including sophisticated capabilities around AI, data science, multivariate testing, and personalization. We’re a highly collaborative, supportive team that values learning, psychological safety, and intentional career development.

The Service Products team tech-enables Wayfair's customers, suppliers, and internal associates to access self-serve support tools and enact real-time changes and resolutions. Our mission is to provide easy, genuinely helpful products which enable our 20+ million customers and 20+ thousand suppliers and 3+ thousand associates to update their accounts, manage and track orders, and promptly resolve any issues which may arise. We lead with customer empathy, bolster trust in Wayfair and its suppliers, and ensure most changes can be made and problems solved without the need for a contact.

As an Associate Director, you will be responsible for managing multiple teams that will build out the strategy and roadmap for some of our largest strategic initiatives and technology investments. This is a very cross-functional, high-visibility role with an ability to substantially impact Wayfair’s long-term success. This role requires you to effectively guide and grow team members one-on-one as a direct reporting manager and exercise your product management skills to push separate but adjacent solutions forward. If you are interested in solving high-impact problems at the core of a highly-scaled e-commerce business alongside great colleagues, there is no better place to be.

What You'll Do

• Own the product strategy and roadmap definition for 3+ teams within Technology to help visualize and guide the creation of technology solutions.
• Drive multiple cross-functional initiatives through a blend of product thought management / guidance, process engineering, relationship building & influence, team building & coaching, and direct intervention where appropriate. 
• Lead and collaborate with creative, engineering, and analytics teams to plan, execute and manage your roadmap
• Be a highly visible thought partner to the executive leaders, acting as their primary "go-to" for major cross-functional initiatives.
• Act as a manager-doer, coaching a team of product managers to develop their skills and grow while rolling up your sleeves to assist directly when necessary.
• Guide problem scoping and discovery across multiple functional areas, drive requirements synthesis, and facilitate prioritization to discover how Wayfair should invest in capabilities that drive the highest impact business outcomes.
• Deeply understand the technology used in your products, the strong and weak points, and become an expert at what is available in market
• Test and learn, fail fast, and take the winners to market. Rapidly iterate, gather the needed data, interpret it, and then take action to course correct
• You will act with a high degree of freedom and ownership, creating strong relationships with senior cross-functional partners (both technical and non-technical), establishing a shared vision for success, and delivering results that create meaningful business impact.

What You’ll Need

• Bachelor’s degree in Computer Science, Computer Engineering or equivalent combination of education and experience is preferred. 
• 8+ years of product management experience in an agile development environment.
• 3+ years of experience managing multiple teams and supporting product managers through coaching, expectation setting, delegation, and direct intervention. 
• You hold a high bar and grow & develop your team members to meet it, and your team likes you for it
• Mastery of problem shaping, distillation, and communication, with guidance of core partners through structured decision making
• Experience working in a highly ambiguous and fast-paced environment, successfully driving large cross-functional projects with significant business impact.
• Highly developed organizational and reasoning skills with hypothesis-driven problem solving and the ability to turn data into actionable insights. You habitually monitor your KPIs and perform ad hoc analysis to figure out what’s next
• Excellent written and verbal communication skills with demonstrated experience forming consensus out of ambiguity and complexity, influencing senior business and engineering partners, and driving teams forward with sustainable urgency towards clear goals
• Your manager or team members have complimented your accountability and organization
• Your stakeholders praise your communication and collaboration, even though you say “no” to them