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Operations Customer Experience Manager, Incident Prevention

Wayfair LLC

This is a Full-time position in Boston, MA posted June 9, 2021.

Operations Customer Experience Manager, Incidents PreventionPartner Operations drives best-in-class consumer experience by partnering with suppliers to create tailored supply chain solutions, and deliver cost-efficient, perfect orders at scale. Partner Operations is at the forefront of building innovative and scalable supply chain solutions that provide a unique, competitive advantage for Wayfair and unlocks value for our supplier partners. By leveraging our proprietary technology, fulfillment and delivery networks and supply chain services, we reduce costs, increase speed of delivery and ensure a reliable consumer experience. We are looking for highly motivated individuals to help expand this business and solve complex problems across operations, logistics and technology to achieve rapid growth.Wayfair seeks a self-starting, impact-oriented Operations Customer Experience Manager, Incident Prevention to join the Incidents Prevention team.Our Incidents Prevention team is responsible for ensuring Wayfair delivers products the customer expects, every time. We strive to drastically reduce the number of problems that arise as a product makes its way to the customer’s home. We want to reduce customer incidents to near-zero levels – whether they are damages, defects, lost items, missing parts, etc. – to provide the best customer experience possible and further fuel Wayfair’s growth and profitability. This challenge is one of the most business critical, technically complex and interconnected opportunities we face. In addition to working extensively with our external partners (suppliers, carriers), we are plugged into every department within the company – from merchandising to data science to marketing.What You’ll Do* Structure a vision and roadmap for supplier engagement on incidence reduction efforts, partnering with supplier operations managers to execute* Pull and analyze data sets that touch every aspect of Wayfair operations to identify new opportunities to drive supplier performance and improve the customer experience* Structure and lead problem solving sessions with senior, cross-functional stakeholders to understand broad strategic requirements from the business, prioritize the opportunities we see in the data, develop innovative levers to tackle those opportunities, and set targets for impact* Scope and run projects to test, refine, and scale innovative solutions to the most difficult operational challenges* Engage directly with Wayfair’s supplier partners to provide consultative incidence reduction support as appropriate, potentially including travel to supplier sites or Wayfair operational facilities* Serve as a subject matter expert on incidence reduction strategies, providing thought partnership for internal stakeholders and partners What You’ll Need* A Bachelor’s Degree required, Master’s Degree a plus* 5+ years of relevant experience (e-commerce, consumer goods, or management consulting preferred)* Innovative problem-solving skills – dissect and determine root causes of problems, develop business cases to size and structure opportunities, develop creative solutions, and drive implementation* An analytical mindset and comfort with drawing insights from large data sets – proficient in Excel, experience with database query languages (Google Big Query, SQL, etc.) and visualization software (e.g., Google Data Studio, Looker) a plus* Articulate and persuasive communication skills, both written and verbal* Demonstrated senior presence and a track record of successful relationship management and negotiation skills* A track record of taking on big challenges and delivering despite obstacles and limited resources* An ability to hit the ground running – a confident, entrepreneurial self-starter* Experience effectively managing others preferredAbout 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.