Elevate BPO Excellence. Forge Global Partnerships. Champion Customer Success.

At Wayfair, we don’t just sell home goods—we deliver exceptional experiences. Our award-winning Customer Service & Sales Teams are the heart of that mission, blending cutting-edge technology with genuine human empathy to build trust and loyalty with every interaction. From the moment an order is placed to the delivery at a customer’s door, we’re dedicated to making shopping for the home seamless, personal, and enjoyable- via phone, email, chat or social media.

We're looking for dynamic Managers to join our fast-paced, remote environment and help shape the future of customer satisfaction and sales excellence. As a BPO Manager, you’ll drive positive and impactful partnerships with our Vendors globally, treating every day as an opportunity to to champion our customers, exceed performance targets, and strengthen business growth.

What You’ll Do

Manage and execute against a site strategy for your key account / Service Partner effectively delivering KPI / operational improvements through effective governance.
Be the primary point of contact for your Service Partner region/site, building and maintaining strong relationships that drive high stakeholders satisfaction.
Provide regular updates and visibility to both wayfair and service partner stakeholders leading WBRs for your site, and providing weekly narrative through weekly email updates.
Managing on change adoption, assuring that process changes and adherence is effectively tracked and adopted across your service partner site(s)
Effective and timely escalation of issues that arise which are blocking progress to site strategy or contracted standards.
Maintain an onsite in person presence by attending on site once a month including all QBRs (this includes global travel to Europe & Asia (this role requires a minimum of 50% travel time)

What You'll Need

Proven experience in successfully managing a BPO operation, either on the client side or through a third-party provider. Global or multi-regional exposure is highly advantageous.
Demonstrable knowledge of how to effectively manage and optimize outsourced vendor relationships and drive performance improvements.
Excellent written and verbal communication, assertiveness, and strong relationship building skills.
Proficient understanding of how, and when, to leverage supporting tools & systems to achieve measurable business improvements
Capability to lead through influence and governance rather than direct management.
To be a proactive self starter; decisive, and able to quickly pivot and implement improvement opportunities with agility.
Excellent analytical and problem-solving skills, with a strong attention to detail and process focused mindset.
Ability to deliver timely and constructive feedback to both internal and external stakeholders
Intermediate User knowledge of IT systems and Applications (Google Suite/ Microsoft Office).
Flexibility to work effectively across time zones and cultures.

Salary Range

The salary range for this position is £38,300- £49,700 per annum. If you live in London the salary range will be £45,500- £49,700 per annum. The base salary offered may vary depending on location, job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Interested! Click Apply to get speaking to one of your Wayfair Recruiters.

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 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, genetic information, or any other legally protected characteristic.

Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at [email protected].

Apply Now