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Senior Manager, Cross Journey Transformation

Company: Wayfair LLC
Location: Boston
Posted on: June 12, 2021

Job Description:

At Wayfair, we care about our customers! Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty. From the time the customer orders with Wayfair through delivery to their home, our team works to make it easier than ever to shop for the home. The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure a seamless product transition to the customer. We are passionate about our customers and work to delight them on every interaction with Wayfair.

You will be responsible for driving the performance and health of our post-purchase customer experience and transforming the same. You will lead a team that works cross functionally with stakeholder across Wayfair departments like Marketing, Merchandising, Operations and Engineering building world class customer journeys for all Wayfair customers - B2B and B2C globally.

What You'll Do

  • Create analytics reporting to generate actionable insights to improve our post-purchase e2e customer journeys 
  • Translate KPI movements into recommendations for systems iteration, implementation, and process automation
  • Operate as a cross functional think tank that understand customer needs and Wayfair & Supplier processes, then define, design, deliver transformational journeys
  • Develop models to assess economic impact of agent actions, customer behavior and business decisions
  • Partner with Product teams to design and implement agile development roadmap to improve our customer and agent facing technology tools
  • Partner effectively operational teams including contact center workforce management, training and change management teams. 
  • Manage multiple priorities in a face-paced environment with effective communication and thorough follow through
  • Problem solve situations; requiring use of data collection and analysis
  • Conduct user and market research to define long term strategy

Example Projects

  • Analyze inbound call/email/chat data and conduct user research to root cause customer pain points. 
  • Identify and quantify opportunities with customer anxiety around Large Parcel Delivery Process around various scheduling and delivery service levels (e.g. in-home, outdoor drop off). 
  • Design solutions to mitigate customer anxiety by providing clearer messaging in various customer facing interfaces (e.g. checkout, track package page, order confirmation email) in partnership with Product, Engineering, and Marketing
  • Develop capability to proactively identify post-purchase issues (e.g. damage, lost, schedule exception) with Supply Chain partners and design proactive service model 
  • Develop new ideas to "Wow" the customer and measure their effectiveness, such as Virtual Assistant predicting his/her intent and providing customized solution in his/her preferred channel

What You'll Need:

  • 4+ years of experience or 1+ years post MBA experience preferred; experience in consulting, analytics, supply chain, or corporate strategy in a high-growth environment is a plus.
  • Degree in Economics, Engineering, Supply Chain, Mathematics or other concentrations with heavy quantitative focus strongly preferred
  • Possess an affinity for data, and resourcefulness in obtaining data when clean and or complete information is not available
  • Extensive Excel or SQL experience, bonus points for R or other programming skills
  • Passion for customer experience, transformation, and acting as a change agent
  • Experience working with start-ups and/or industry bodies focused on innovation in customer service technologies 
  • Proactive, forward thinking and ability to synthesize disparate information effectively and quickly into clear recommendations, actions, and decisions
  • Strong leadership, executive presence, organizational agility, ability to impact and influence senior leaders across the company; Ability to rapidly gain/build trust and confidence of internal and external stakeholders
  • Experience with complex operational, process, and performance improvement projects
  • Technologically savvy, collaborative confident leader, familiarity with google suite products a plus
  • Demonstrated ability to thrive in a dynamic environment bringing intellectual horsepower, and mental agility to quickly learn new topics, understand our unique organization, culture and approaches

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.

Keywords: Wayfair LLC, Boston , Senior Manager, Cross Journey Transformation, Other , Boston, Massachusetts

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