Manager, Catalog Merchandising - Customer Feedback Integrations

This is a hybrid position with M-Th in our Boston office and Fridays are remote. 

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. The Manager will play a critical role in verifying the authenticity of customer feedback, enriching it with business and data science insight, and making it available across Wayfair and to our suppliers, enabling them to more effectively listen to, and respond to, the voice of the customer.

The ideal candidate is a strategic thinker, data-driven problem solver, and hands-on executor who thrives in a collaborative, fast-paced environment. This leader will work cross-functionally with Merchandising, Data Science, Product, and Supplier teams to ensure customer insights are effectively utilized to improve product quality and reduce Merchandising-related returns.

What you’ll do

Lead and Develop the Team: Manage and mentor a high-performing team responsible for processing and analyzing customer feedback.Foster a culture of curiosity, collaboration, and continuous improvement.Drive Insights and Actionable Outcomes: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.

Develop scalable workflows and processes to ensure high-quality data and insights delivery.Share insights across the organization to drive strategic decision-making and supplier accountability.Improve Customer Trust and Experience: Collaborate with cross-functional teams to identify root causes of negative customer experiences and returns, and partner to address and resolve customer catalog-related issues.Proactively identify trends and opportunities to improve the catalog’s quality and reduce returns.Define and track KPIs to measure success, monitor trends, and report on progress.Cross-functional Collaboration:Partner with internal teams (Merchandising, Data Science, Operations, and Product) to integrate customer feedback into team-specific initiatives.Represent the voice of the customer in cross-departmental conversations, ensuring customer-first strategies.Advocate for technological and process innovations to enhance efficiency and effectiveness.

What You'll Need

• 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, with proven experience in managing large-scale programs, workflows, and cross-functional initiatives
• Strong ability to analyze complex data, identify trends, and root cause issues
• Proficiency in data tools (e.g., SQL, or similar) and a willingness to learn new tools as needed
• Ability to think both strategically and tactically, balancing big-picture vision with executional excellence
• Excellent written and verbal communication skills with the ability to influence stakeholders at all levels
• Experience collaborating with diverse teams, including product, engineering, data science, and external partners
• Passionate about improving customer experiences and driving positive outcomes
• Thrive in a fast-paced, dynamic environment with a track record of embracing change and driving innovation