Strategic Lead, Pre-Delivery & Post-Order Communications Journeys

Wayfair in Boston, MA is seeking a Senior Manager, Pre-Delivery & Post-Order Communications Journeys to lead the strategy and execution of customer-facing touchpoints from pre-ship to post-delivery. You will partner with Service, Operations, Product, and fulfillment to improve visibility, reduce avoidable contacts, and drive faster resolution. You will manage a team of Managers and Senior Analysts, using data and AI to deliver measurable improvements across complex journeys.