At Wayfair we are reinventing the way people shop for their homes. We are experts at getting you the products you want most and are champions for your home needs.  Our strong technology offerings help our customers find and order the perfect products for their needs, and it’s our award-winning, in-house customer service team that brings a human touch and empathy to help build brand trust and customer loyalty. Our Customer Service team has offices in Galway, Berlin and Virtual teams across the EU. Our focus is continuously innovating and improving to offer the Best in Class Customer Experience.

Reporting into the EU Leader of Embed Standards, the Associate Director will be accountable for creating and driving forward all aspects of our Customer Service Quality Strategy for our expanding EU markets and channels. You will be responsible for overseeing multiple areas such as Customer Service Quality, Performance Coaching and Continuous Improvement programs as it relates to improving the quality of our customer journeys and the experience our customers receive, while continuously looking at innovative ways to improve our Global quality frameworks for automation and  scalability.

What You’ll Do

• Build out an innovative and strategic plan to meet the business requirements for Quality both technically and operationally across channel and geo expansion.
• Owning the end to end quality performance that is aligned with customer sentiment from NPS; customer happy path and CSAT surveys with ability to pivot our internal quality measurement and/or coaching to what our customers are looking for to improve quality of service.
• Develop and manage projects and be accountable for delivering against established business OKRs and STO missions.
• Lead a team of experts to evaluate frontline team performance focusing on compliance to standards and behavioural interaction, analysing performance gaps across journey, team and individual level to provide more tailored coaching and support for our business. 
• Partnering closely with the Global product team to drive direction and prioritization of quality automation and behaviours within a suite of external Quality platforms.
• Lead improvement initiatives with business stakeholders on gaps identified with current standards/processes identified through the quality framework.
• Establish and maintain strong communication with cross-functional teams across all disciplines for both internal and external development, QA and Localization partners.
• Continually improve the operational efficiency and effectiveness of the QA & Deployment effort by assessing current practices and incorporating new strategies.

What You’ll Need

• Bachelor's Degree in Business  or similar discipline.
• Significant years of experience and a background in Consulting (Top Tier), E-Commerce, Retail, Consumer Goods or High-Growth Technology Company is advantageous.
• Expert on Customer Service Quality techniques, frameworks and methodologies with strong evidence of delivering results and continuous improvement initiatives. 
• Experience connecting Quality program insights with enablement and service delivery teams – you understand the value of quality and performance management as a goal and help others contextualize insights from quality reporting into applicable business and operational improvements.
• 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.
• Proactive, forward thinking and ability to synthesize disparate information effectively and quickly into clear recommendations, actions, and decisions
• Comfortable with ambiguity and an ever changing ecosystem as we grow - act as a senior thought partner in this space.
• Your experience in leading large programs will allow you to successfully manage and coordinate stakeholders as needed to ensure the right resourcing, execution and communications are in place to deliver meaningful results.
• Technologically savvy, collaborative confident leader, familiarity with google suite products a plus