Wayfair Senior Manager Opportunities (Service) Winter/Summer 2019 Start
Interested in joining a $6.7 billion tech company that has an innovative and analytical culture with rapid and long-term growth opportunities? Are you ready to develop, lead and coach a team of active problem-solvers to deliver unprecedented customer experience? Do you enjoy analyzing trends and identifying gaps to improve processes and overall team success?
Wayfair is growing and committed to hiring analytical, entrepreneurial, and results-oriented MBA graduates to become the next generation of leaders within our world-class, award-winning Sales & Service organization. Graduates will demonstrate their leadership skills and quantitative mindset while working towards creating an amazing customer experience. This is an ideal opportunity for individuals looking to enter the e-commerce space for the first time or those seeking a new challenge to accelerate the growth of our business and build out our unique, personalized customer service model.
Successful candidates will be placed into either our Specialized Sales, Customer Service or Order Management team dependent upon area of interest, skills/experience and growth potential. We have opportunities available in the following locations:
Develop, lead and coach managers of Service teams to build successful teams, processes, and deliver an extraordinary customer experience
Analyze team performance to drive improvement in critical performance metrics and close performance gaps
Collaborate with other senior managers and site leaders to assess areas of improvement across all sites
Make decisions about business policies, managing risks and resolving employee issues
Ensure appropriate resources are available to meet changing requirements and volume to meet performance objectives
Identify training gaps and partner with support teams to improve performance
Hold regular meetings to discuss performance trends and champion corporate and local initiatives
Actively participate in the identification, interviewing and recommendation of candidates to join the team
Coordinate and implement bonus, reward and recognition programs to drive both group and individual performance
Take corrective action to manage performance as appropriate
Effectively respond to escalated customer service issues to ensure proper resolution
Second-year MBA candidates with a strong track record of academic excellence (strong preference for quantitative backgrounds)
Proven leadership experience, ideally managing a team
Ability to think and perform both tactically and strategically
Strong track record of success with progression in level of responsibility and scope
Able to multi-task, and pivot readily and react to real-time data
Comfortable in a data-driven business environment
Excellent interpersonal and team building skills
Familiarity with Excel, SQL, and Test and Learn practices is a plus
The Customer Service team at Wayfair provides our customers with an effortless and delightful shopping experience by assisting with any post-order issues that arise from the order fulfillment process, including returns, replacements and delivery status inquiries, etc. This team, comprised of problem solvers, team players and strong communicators, plays a critical role in increasing customer repeat orders a key metric when considering scalability and ultimately a huge driver of Wayfair's accelerated growth and mission to create the best customer experience in the retail industry.