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

The base salary for this position is $ -  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)

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.

• 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.

• 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…