Associate Director - Head of Case Management
The Case Management Team (CMT) at Wayfair, within Specialized Service, is responsible for owning customer outreach and experience for some of the most complex customer issues. This is a critical role in Specialized Service due to the scope (~200 team size) and the complexity of issues that these teams manage. Success of these teams ensures we can enable our customers to still enjoy the items they’ve carefully chosen for their home instead of having them pursue an alternative or less desirable resolution.
The team is looking for a leader who will drive the next stage of growth, customer experience (CX) improvement and own the P&L for the team. This role requires agility and we’re looking for a leader who can balance both strategy definition vs. people execution. As the head of the business, you’ll be responsible for defining and executing the strategic vision for the org, manically pursuing performance excellence, continually identifying improvement opportunities and executing along with manager direct reports to - to impact team and agent performance.
This is a unique role in Wayfair since it sits at the intersection of both our customers and suppliers. It operates across a large number of cross functional teams including Customer Service, Finance, Ops Services, Partner Operations, Category Management and Product. If first-principles problem solving, entrepreneurial environments, test and learn cultures, and being empowered to prioritize and make decisions that drive massive impact sounds fun - we encourage you to apply!
What You’ll Do:
- As the Head of Case Management, you will lead a team of ~200 agents and managers to continually improve Customer Experience, Supplier and parts performance
- Own business performance, P&L, reviews and accountability for org goals and metrics
- Lead several simultaneous projects and initiatives aimed at streamlining our operations
- Collaborate across teams to ensure we’re pushing on all the right priorities and are holding partner teams accountable for performance as much as we hold ourselves accountable
- Exercise good judgement on when to pivot or stand firm on initiatives and do so with resilience and persistence
- Drive continuous improvement initiatives for the front line CMT team
- Coach and develop leaders across the team
What You’ll Need:
- Minimum 8+ years of experience in customer service, operations, technology, consulting, strategy or finance, preferably with diverse experience
- MBA or equivalent Master’s degree preferred
- Experience leading and motivating teams at scale in a fast-paced, customer-centric environment
- Ability to set strategy and follow through on tactical implementation and execution of initiatives
- Ability to build trust and influence with senior executives, frontline operations teams, and cross functional partner
- Crisp, clear, tailored communication and an affinity for socializing complexity with ease to a variety of audiences
- A ‘get stuff done’ mentality with a highly collaborative behavior
- An insatiable appetite to understand “why” something is the way it is
- Zero tolerance for waste and inefficiency throughout E2E processes
- Exceptional analytical skills and ability to convert quantitative information into actionable insights
- Direct P&L experience is a plus, experience in Product / implementations a plus
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.