Assistant Manager - Freight Network Operations

We are the EU Operations Service Team, the core operational support to our Wayfair Supply Chain Network, from data and technical implementation and supplier management through to freight management.

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 level of delivery standards and meet our customer’s needs, the EU Operations Service Team plays a key role in improving customer satisfaction and driving repeat business. We are looking for talented hard-working individuals to join our growing team – your professional home awaits you at Wayfair!

This is a unique opportunity to join a team that covers the breadth and depth of online operations, whilst being part of an exciting and dynamic company delivery core operations services.

 What You’ll Do:

• Lead by example and foster a culture of collaboration and development
• Lead team meetings, hold regular check-ins with staff
• You will develop robust, trusting relationships with key stakeholders and senior leadership, and identify opportunities to improve productivity.
• Partner closely with a variety of groups company- wide, including transportation, data integration, warehousing, inventory planning, engineering and others to coordinate cross functional projects.
• Monitor, report and drive individual and team performance
• Monitor and drive key service level metrics for fulfillment to ensure that we are providing excellent customer experience and delivering on our promise.
• Contribute to the development of new tools, processes and technology which make our teams more efficient and effective.
• Support operational strategy and innovation to drive business goals for operational performance.
• You’ll manage, coach, develop a team of Operations Associates and Specialists.
• Manage multiple priorities in a face-paced environment with effective communication and thorough follow through.
• You’ll establish sound process improvement initiatives that drive long term improvement, as well as streamline and optimize day-to-day operations.
• Regularly communicate performance trends and improvements to senior management and leadership
• Report to senior management on team performance, development, and improvement areas
• Resolve operational issues in close collaboration with our carriers, Fulfilment Centres and 3PL providers to ensure our customers and Business Partners always receive a great experience
• Support customs queries, provision of documentation and troubleshooting queries. Customs background and understanding is an advantage.

What You'll Need

• A Bachelor’s Degree or a strong degree of operational experience in a similar role.
• 2+ years of experience managing operational teams while balancing production/quality metrics
• Exceptional verbal and written communication skills and demonstrated success influencing senior leaders
• Able to work collaboratively across functions and synthesize multiple points of view into a streamlined action plan. Able to effectively drive results in a fast-paced and rapidly growing company. 
• Coach direct reports to support fulfillment centres in ensuring sufficient capacities for inbound and outbound processing
• Analytical ability necessary to gather and interpret data to further develop, recommend and implement solutions.
• Innovative and creative problem-solving skills – dissect and determine root causes of problems, and implement solutions
• Strong analytical and quantitative skills - ability to leverage raw data to inform coaching process and strategy
• Ability to perform root cause analysis of problems and implement solutions with limited guidance
• Demonstrated use of technology to automate processes with focus on driving efficiency and cost savings
• Experience in business and data analytics, Google Big Query, SQL, Google Suite and Project Hub