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Supply Chain Services Manager

at Wayfair in Brunswick, Maine, United States

Job Description

At Wayfair, we deliver a best-in-class customer experience in the furniture and home space because of people like you, who are driven, determined, collaborative, and thrive in a fast-paced environment.

In order to maintain our high operational standards and meet our customer’s needs, the Wayfair Service Operations organization plays a key role in improving customer satisfaction and driving repeat business. We support our best-in-class logistics network, service organization, and supplier partners by proactively monitoring customer orders to ensure a seamless delivery. In the event an order issue is escalated, we empower our Service Operations team to resolve the issue. We are looking for talented, hard-working individuals to join our growing team – your professional home awaits you at Wayfair!

What You’ll Do

  • Manage a growing team of 2+ direct reports overseeing a total of ~15+associates
  • Supervise consultants actioning assigned tickets for escalated order issues and proactively identifying, investigating and resolving incidents with order delays to ensure a timely delivery to our customers
  • Partner with internal and external stakeholders to identify, scope, and execute strategic projects
  • Coach, mentor, and assist in developing staff and their professional development
  • Motivate and engage team to hit/surpass key performance and activity metrics
  • Analyze trends to ensure strong performance and close performance gaps
  • Participate in the interviewing and hiring processes
  • Implement changes to internal process to improve efficiency and effectiveness
  • Work cross functionally with other teams to ensure best practices
  • Report to upper management on team performance, development, and improvement areas
  • Provide direct input into the existing user tools and make recommendations for process changes/improvements

What You’ll Need

  • BA/BS in management, administration, supply chain, customer service, or 7+ years working experience
  • At least five years of people management experience, preferably in leading large teams
  • Comfort with delivering and improving upon KPI’s
  • A customer-centric approach, and the ability to build positive partnerships with internal and external groups to optimize performance.
  • Proactive in identifying opportunities for improvement and driving process improvements.
  • Strong leadership skills, ability to build and manage teams
  • Excellent communication skills, both written and verbal
  • Problem solving mindset and an entrepreneurial spirit
  • Self-reliant and able to motivate others
  • Process-oriented with strong analytical skills
  • Strong proficiency with collaborative G Suite tools or their Microsoft/Open Office equivalents
  • SQL knowledge is a plus
  • Ability to think strategically and tactically within a dynamic, fast-paced organization
  • Experience in supply chain and/or ecommerce a plus

About Wayfair:

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, 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.

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 Berlin, 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, or genetic information.

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Job Posting: JC202483350

Posted On: Jan 21, 2022

Updated On: Feb 02, 2022