Senior Product Manager, Partner Support
Location: Bangalore, India (Hybrid)
Who We Are:
Wayfair believes everyone deserves a home they love, and that furnishing your home should be
a source of fun, not anxiety. Our Product team plays a crucial role in making this vision a reality
for millions of people around the world. Partnering with Engineering, Experience Design,
Analytics, and business leaders across Wayfair, our Product team ensures that we’re building
technology that solves important customer problems in elegant, scalable, measurable ways.
The Partner Support team is at the heart of how Wayfair enables our partners (supplier or
carrier) to thrive. When a partner needs help—from shipping issues to customer inquiries—they
turn to our support channels. This team is responsible for making that experience smooth,
efficient, and effective. We’re building the future of partner support: one that combines intuitive
tooling, intelligent automation, and powerful self-service capabilities.
We’re looking for a Senior Product Manager based in Bangalore to lead the transformation of
our partner support ecosystem. In this role, you’ll own critical support surfaces including our
partner-facing ticketing tools, the intake funnels for issue resolution, our help center content
platform, and AI-assisted support channels. You’ll also own the product experience for our
Partner Transfers Program, a unique initiative where partners directly engage with customers to
resolve post-order issues.
You’ll work cross-functionally to deliver fast, high-quality solutions to partners while driving
measurable improvements in resolution times, satisfaction, and support cost.
What You’ll Do:
Define and execute the product roadmap for partner support tooling, including the ticket inbox
experience, intake funnel, and support automation capabilities
Own the evolution of the Partner Help Center, ensuring it is easy to navigate, content-rich, and
optimized for quick self-resolution
Lead product strategy for the Partner Transfers Program, ensuring the technology enables
seamless interactions between partners and customers for post-order issue resolution
Use data to identify pain points, assess feature performance, and prioritize product investments
Collaborate with Engineering, Operations, Data Science, and Partner Experience teams to
deliver meaningful improvements across the partner support journey
Champion partner experience across the organization by representing their needs and closing
feedback loops
Ensure system stability and scalability as you grow platform capabilities and adoption globally
We’re Excited About You Because You:
Have 5+ years of product management experience, preferably in B2B or platform products
involving support, operations, or AI tooling
Are experienced with service flows and support systems (ticketing platforms, help centers, CRM
tools, etc.)
Have excellent collaboration and communication skills, and thrive working with cross-functional
teams across domain boundaries
Bring a structured, customer-obsessed mindset and make data-driven decisions with confidence
Have strong analytical skills (SQL proficiency is a plus) and experience working with product
analytics
Are excited about driving satisfaction and building technology that improves day-to-day
About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.
Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.
