Associate Director - EU Create Services Innovation

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At Wayfair we are revintenting 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. Wherever you are, we make it easier to shop, purchase, and get home furnishings, appliances, and more. We provide a great experience online and off. Whether your order is big or small, you can expect to get it fast, on time, and just right.

Our Services teams ensure that our customers have amazing experiences with every single order, acting as customer advocates to make things right and as a lighthouse to the business to provide perfect orders. We are looking for leaders who want to join us in this journey to become the destination for all things home. 

Our Create Standards team are the custodians and architects of our customer journey experiences. The team is cross-functional in their approach, working with teams such as R&D, Transportation & Logistics, Warehouse Operations & Inventory Positioning, etc. in order to drive impactful change that benefits the customer.

Our main goal is to design journeys that provide the highest level of care possible to our customers, whether self service, communications or interacting with our service teams. We leverage a creative approach and quantitative skills to answer high-level business and strategy questions through designing journeys to enable us to provide the highest level of care to create the best possible customer experience. This team is highly visible to senior leadership, solving the most complex problems from across our operations

Reporting to the European Leader of Create, as the Associate Director Innovation, you will be responsible for creating and driving forward the EU Service short, medium and long term strategy. You will be our European voice for developing the standards, technology and tooling for our agents and customers to have an amazing experience working with us. You will contribute to our global agenda, work across multiple functions and regions and help us get to the next level of customer experience we need to succeed in the long run.

What You’ll Do

  • Drive insight generation through advanced business analytics to improve our e2e customer journeys 
  • End to End ownership of the specific customer journey, co-develop the technology needed to take us to the next level, collaborating with cross-functional teams to plan and develop scope, deliverables, and timing for new initiatives.
  • Identify, develop and build new standards and solutions across our European and global teams
  • Develop and drive Wayfair’s long term roadmap to drive towards customer and agent satisfaction as well as scalability to 5-10X the revenue over the next 5+ years with Technology and Service teams
  • Partner effectively with product, technology development and other operational teams including operations, Execute and Embed teams. 
  • Lead the head of EU analytics & projects who is responsible for managing the health and improvements strategies for specific workstreams, and coordinates cross-project initiatives
  • 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
  • Develop and manage projects and be accountable for delivering against established business OKRs and STO missions.
  • Work with other program managers to identify risks and opportunities across multiple projects within the department.
  • Example Projects
    • Analyze inbound call/email/chat data and conduct user research to root cause customer pain points. 
    • 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
    • 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

  • 10+ years of experience is preferred; experience in consulting or corporate strategy in a high-growth environment is a plus.
  • 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
  • Excellent team building - the ability to rally a team around a vision and deliver results with agility.
  • 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.