Case Management Team 

The Case Management Team (CMT) is a specialized department that works together with sales/service. We take ownership of all customer service related issues when an immediate solution is not available, or follow through is expected. CMTs objective is to follow through with urgency, and provide exceptional customer experience.

What You'll Do

• You will virtually manage a team of three to five CMT managers
• As a virtual employee it is critical that you have strong communication skills and can foster a team oriented environment using virtual tools and technology
• You will conduct weekly, biweekly and monthly one-on-ones with direct reports and side-by-side observations and quality assurance (call monitoring) reviews
• Participate in team management meetings providing updates on your team’s metrics, changes and actions
• Guide and support your team through corrective action to manage performance and be an integral part of the disciplinary and termination process
• Provide root cause analysis and recommendations to improve escalated issues
• Ensure base standards of work and SOPs are met and adhered to
• Establish and maintain a cohesive team environment that fosters high performance, a customer first mentality and willingness to adapt
• Document SOPs in order to provide a consistent employee and customer experience
• Work closely with Human Resources and Senior Leadership to address and resolve employee issues
• Conduct focus groups to help improve the work environment for all levels of employees
• You will create a great place to work for every team member and partner by demonstrating core values and team culture every day.
• You will network with cross functional leadership to increase visibility and awareness of common goals.
• You will communicate goals, actions, wins and opportunities to key stakeholders as well as provide professional and appropriate communications on progress of projects.
• Analyze trends based on historical data to close performance gaps
• Provide back-up support by taking calls during staffing shortages, high volume activity or as needed
• Perform other job-related duties as assigned by the Company and/or your director or manager

What You'll Need

• 6 months time in role (minimum)
• In good standing with Talent Management and recommendation of current manager
• A Bachelor's Degree or equivalent work experience
• Knowledge of Wayfair Service processes and procedures 
• Ability to work effectively with leadership teams and cross functional leadership; encourage open communication, provide feedback
• Ability to review metrics and drive results through focused coaching and engagement.
• Possess effective written and verbal communication skill and a demonstrated ability to lead focused meetings, develop agendas with supporting data and analytics
• Ability to scope problems and identify appropriate data and analysis needed to solve
• Have a flexible mind set and ready to adapt to changing priorities
• Willingness to provide feedback with a focus on continuous improvement
• Drive key initiatives and demonstrate acumen through business results. 
• Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment

About Us

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.