Manager of the Customer Feedback Integrations Team - Remote

Overview

Wayfair is seeking a dynamic, analytical, and customer-obsessed leader to join our Merchandising team as the Manager of the Customer Feedback Integrations Team. This role is seated within the Catalog Health team, whose mission is to ensure a healthy, trustworthy product catalog that aligns with Wayfair's standards and fosters customer confidence.

In Short

• Manage and mentor a high-performing team responsible for processing and analyzing customer feedback.
• Foster a culture of curiosity, collaboration, and continuous improvement.
• Oversee the verification, codification, and enrichment of customer feedback with business and data science insights.
• Develop sustainable processes to effectively detect and action inauthentic customer feedback.
• Share insights across the organization to drive strategic decision-making and supplier accountability.
• Collaborate with cross-functional teams to identify root causes of negative customer experiences and returns.
• Define and track KPIs to measure success, monitor trends, and report on progress.
• Advocate for technological and process innovations to enhance efficiency and effectiveness.

Requirements

• Bachelor’s degree in Business, Data Analytics, Operations, or a related field (advanced degree preferred).
• 5+ years of comprehensive business experience in ecommerce, merchandising, retail, customer insights, or related roles.
• 2+ years of team management or leadership experience.
• Strong ability to analyze complex data, identify trends, and root cause issues.
• Experience with data tools (e.g., SQL, or similar).
• Excellent written and verbal communication skills.
• Experience collaborating with diverse teams.
• Passionate about improving customer experiences.
• Thrive in a fast-paced, dynamic environment.

Benefits

• Opportunity for rapid growth and constant learning.
• Dynamic challenges in a collaborative environment.
• Work with a community of innovators and risk-takers.
• Commitment to diversity and inclusion.