Customer Experience Specialist Jobs in Boston, MA

Must be onsite in Boston, MA (Monday-Thursday)

At Wayfair, we care about our customers! Our award-winning Customer Service (CS) team balances technology and human empathy to build customer trust and loyalty. From the time a customer places an order through delivery to their home and any post-order inquiries, our team works to make it easier than ever to shop for the home. The Journey Optimization team sits within the broader Customer Experience Standards and Voice of Customer organization, which helps define customer experience standards and translate customer feedback into meaningful improvements. Journey Optimization serves as a strategic engine for CS’s global mission to become "better than best in class," optimizing customer and agent experiences through continuous improvements across people, process, policy, data, and technology.

As Senior Manager, Pre-Delivery & Post-Order Communications Journeys, you will lead the strategy and execution of touchpoints that keep customers informed, confident, and in control throughout the post-purchase experience. Your team will help customers understand what is happening with their order, what to expect next, and what actions they can take when plans change.You will oversee journeys spanning pre-ship, in-transit, delivery, and post-delivery communication touch points across channels including email, SMS, push notifications, My Orders, Track Package, and other emerging customer touchpoints. You will partner closely with leaders across Service, Operations, Product, and the broader fulfillment and delivery ecosystem to improve order visibility, reduce avoidable contacts, and create faster, more intuitive paths to resolution.

If you are passionate about improving complex customer journeys, leading high-performing teams, applying data to operational decisions, and turning emerging technologies into measurable business impact, this is an opportunity to shape one of Wayfair’s most important

What You’ll Do

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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.
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Manage and develop a team of Managers and Senior Analysts, fostering accountability, customer obsession, analytical rigor, and continuous improvement.
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Own the end-to-end communications and self-service experience, ensuring customers receive timely, accurate, actionable, and personalized information throughout their journey.
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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.
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Establish operating mechanisms; use data, customer feedback, experimentation, benchmarking, and operational insights to identify opportunities and measure impact.
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Identify and scale opportunities to apply AI, automation, predictive detection, and intelligent decisioning to improve customer experience and operational efficiency.
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Communicate strategy, tradeoffs, risks, and results to senior leadership while contributing to broader team and Customer Service priorities.

What You’ll Need

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Bachelor’s degree or equivalent experience in a related field, with substantial experience in management consulting, strategy, operations, analytics, product management, or a similar discipline; a master’s degree is a plus.
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Significant experience leading and developing high-performing teams, including Managers and experienced individual contributors.
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Experience owning complex customer, product, operational, or communications journeys from strategy through execution and iteration.
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Strong business judgment, structured problem-solving, and the ability to turn ambiguous questions and data into action.
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Excellent communication and cross-functional leadership skills, with experience influencing senior stakeholders and driving alignment.
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Strong analytical capabilities, including experience with business modeling, SQL, Python, Excel, or similar tools.
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Experience applying AI or automation to improve customer experience, operational efficiency, or decision-making is preferred.
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A customer-first mindset and passion for simplifying complex post-purchase experiences.