We are the EU Operations Service Team, the operational backbone of our Wayfair Supply Chain. 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 meet our customer’s and partner needs, the EU Operations Service Team plays a key role in enabling our supplier and carriers to deliver amazing experiences to our customers, convincing them to come back. . 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 delivering core operations services.

Reporting to the Director of Operations Services, as the Associate Director Innovation, you will be responsible for driving the performance and health of our supplier experience. You will be our European voice for developing the standards, technology and tooling for our suppliers to have an amazing experience working with us, and our teams servicing our customers and partners at scale. You will contribute to our global agenda, work across multiple functions and regions and help us get to the next level of supplier and 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 supplier journeys 
• Build the first “Supplier Operations Service Innovation Lab” at Wayfair to develop best-in-class and scalable concepts in solving complex Customer and Supplier problems using next-gen technologies;
• 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 supplier and agent satisfaction as well as scalability to 5-10X the revenue over the next 5+ years with Technology and Operational teams
• Partner effectively with product, technology development and other operational teams including operations, training, merchandising
• Lead the head of EU analytics & projects (EU Operations Services) 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

What You’ll Need

• Significant 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.