Associate Director Product Management, Communication Platform

An important note about Wayfair's in-office expectations: this is a hybrid role based in Boston and will require you to work from the office on Tuesday, Wednesday, and Thursday.

Who We Are

Wayfair’s outbound communications are a vital extension of our ecommerce experience, helping our customers discover inspiration, continue their shopping journey, make decisions, get support, and stay connected at the moments that matter. The Communications Platform turns customer, catalog, and business signals into timely, relevant messages across email, push, and SMS—growing efficient traffic, engagement and stronger customer relationships. These efforts constitute some of the company’s most consequential marketing levers, driving hundreds of millions of dollars in revenue annually.

As Associate Director of Product, you’ll shape the Communications Platform at a key inflection point, driving the evolution of our systems to deeply integrate AI and enable hyper-personalized experiences for tens of millions of customers. You’ll partner with marketers and business leaders to define communication objectives and optimal customer experiences, and then shape the platform capabilities that bring them to life—from selecting the right audience, content, timing, and channel to delivering reliably and continuously improving through a data-driven feedback loop. You’ll build AI-powered product solutions that deliver helpful content at scale, automate decisioning and workflows to improve engagement/churn, and create new ways to inspire customers and deepen retention. You’ll work closely with ML Science, Recommendations, commercial program owners, Storefront experience teams, and marketing leadership to align the platform with business priorities and customer needs.

What You’ll Do

• Set the product strategy for customer communications. Own a 12–18 month portfolio roadmap that connects company, customer, and commercial program priorities to outcomes such as efficient customer traffic, relevant engagement, reliable delivery, and reduced unsubscribe risk. Bring the team remits together around coherent customer journeys and shared measures of success.

• Advance the end-to-end content experience for customer communications. Shape how Wayfair creates, personalizes, and reliably delivers messages across email, push, SMS, and emerging channels—ensuring each message is relevant, compelling, and high quality. Build toward AI-assisted content optimization that improves the quality and personalization of every message while making it faster and more efficient to create and deliver at scale.

• Evolve self-service, event-triggered campaigns. Simplify workflows for marketers to configure, launch, and manage email journeys tied to customer, catalog, and business events, shifting decisioning from manual to model-driven systems.

• Automate campaign decisions and workflows at scale. Build model-driven capabilities that select audiences and content, optimize send timing, and decide when to send or hold messages—while automating setup, review, and support so marketers can focus on customer and business goals, with relevance and customer preferences guiding every decision.

• Turn communications into a learning system. Establish measures for customer relevance, efficient traffic, delivery quality, marketer effort, and unsubscribe risk; partner with Marketing, Analytics, and ML Science to use results to improve content, journeys, and send decisions.

• Translate complex needs into clear product plans. Lead discovery with customers, marketers, commercial program owners, data, and technical partners; define outcomes, validate solutions early, manage dependencies, and adjust priorities as evidence changes. Coach Product Managers across the portfolio and align senior leaders across Marketing, CRM, Commercial, ML Science, Recommendations, Comms Engineering, and Customer Technology around shared choices and outcomes.

What You’ll Need

• 7+ years of Product Management experience across complex products or platforms, including experience leading or developing Product Managers and multi-disciplinary teams.

• Proven track record setting product direction and delivering measurable outcomes across complex platforms or connected systems.

• Experience in developing ML model-based products to drive business outcomes. 

• Experience across several of the following areas:

  • Customer communications, lifecycle marketing, CRM, or owned messaging channels such as email, push, and SMS.

  • Content management, templates, personalization, campaign management, and marketer-facing tools.

  • High-volume batch processing, message delivery, channel integrations, and platform modernization.

  • Analytics, attribution, customer segmentation, experimentation, and engagement or decisioning models.

  • Platform reliability, privacy, consent, suppression, and compliance in customer communications.

• Strong quantitative and customer intuition; able to use research, data, experimentation, and operational signals to guide product and investment decisions.

• Demonstrated ability to set strategy under ambiguity, define measurable outcomes, and make thoughtful tradeoffs across customer, business, and technical needs.

• Experience leading and developing Product Managers and driving execution across Engineering, Design, Science, Analytics, Marketing, and other partners.

• Excellent written and verbal communication skills, including experience presenting complex product strategies and tradeoffs to senior leaders.

• Preferred: Experience in marketing technology, customer communications, CRM, or high-scale messaging products; experience applying AI or ML to content, personalization, or decisioning.

If you’re excited to shape how Wayfair communicates with customers and to lead a high-impact platform portfolio at the intersection of Product, Engineering, Science, and Marketing, we’d love to hear from you.