Manager of Quality, Training and Performance Standards

at Wayfair in Brunswick, Maine, United States

Job Description

The Operations Services team’s goal is to create value both internally and externally through the establishment of lasting partnerships, clear processes, and tech solutions which will enable us to drive more efficient and cost effective order processing and supply chain systems. We resolve process and system issues in the Wayfair ecosystem before they impact our fulfillment centers, suppliers, customer service agents, on-the-ground supply chain teams, and ultimately our customers. Our Performance Excellence team is investing in building strong quality and training capabilities for dozens of various processes and tasks involved in moving our products across the supply chain.

Most of the teams have already started building their Quality Assurance and Quality Control processes, with some having advanced significantly on that journey while others only scratching the surface. Now is a perfect opportunity to take a comprehensive view of our overall approach and thinking and invest in building a strong foundation for quality and training. We are looking for a strong manager to lead our Quality and Training efforts across Service Operations

What You’ll Do:

  • Become an active and driving force in the Performance Excellence group, which focuses on developing and embedding quality standards and leading deep dives into processes across a number of service operations teams
  • Lead the development of standardized quality and training strategy across Service Operations
  • Lead a team of quality and training specialists and work with leaders across various groups in developing quality design, assurance and control standards across our teams while standardizing training approach for new hires and experienced employees
  • Become a manager-doer and get into details of various process, becoming a true thought partner to field teams, problem-solving various ways to improve quality and outcome
  • Design a comprehensive approach to catalog all existing standard operating procedures (SOPs); lead a team in identifying missing SOPs or gaps in quality and create a plan for closing gaps, leveraging field and other centralized teams. Establish and communicate SOP change management process for Service Operations
  • Partner with field, central teams and various stakeholders across Supply Chain and Service Organizations and program manage additional projects and initiatives aimed at improving our quality, training and overall standards

What You’ll Need:

  • Strong project management and structured thinking skills to drive clarity and action on ambiguous projects
  • Strong leadership experience and thinking; ability to motivate remote and on-site team members, driving accountability; track record of working effectively in cross-functional team situations and with field, product and tech teams
  • Desire to work towards a culture of continuous improvement across all of Wayfair; zero tolerance for waste and inefficiency throughout end to end processes
  • Understanding of key process build elements, embedding quality thinking into process design
  • Strong communication skills across various levels of leadership and ability to partner with all levels of operation in the field
  • Distinctive problem-solving and analytical skills, comfort operating within large data sets, and the ability to independently draw actionable insights from data
  • An ability to hit the ground running – a confident, entrepreneurial self-starter with the ability to go through a steep learning curve on multiple fronts
  • Experience at Wayfair and with Quality / Training / Field operations environments is a plus

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.

We are interested in retaining your data for a period of 12 months to consider you for suitable positions within Wayfair. Your personal data is processed in accordance with our Candidate Privacy Notice (which can found here). If you have any questions regarding our processing of your personal data, please contact us at If you would rather not have us retain your data please contact us anytime at

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Job Posting: JC218665963

Posted On: Jul 15, 2022

Updated On: Aug 28, 2022