Customer Service Director

At Wayfair, we care about our customers! Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty. From the time the customer orders with Wayfair through delivery to their home, our team works to make it easier than ever to shop for the home. The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure a seamless product transition to the customer. In the event a customer should contact our support team via phone, email, chat, social media, or in other ways, we empower our Customer Service Team to resolve the issue. We are passionate about our customers and work to delight them on every interaction with Wayfair. 

As the Customer Service Director you will build a customer service function that is “best in the world”.  Reporting to the Head of Service, you will be responsible for driving performance of Customer Service Teams and the overall Contact Center Operation across a multi-state and virtual footprint. You’ll have full P&L ownership while building the next gen Customer Service function including new technologies like AI and Chat.  You’ll have responsibility of a mix of 2-3 virtual/regional/physical call centers directly accountable for a team of 1000-1500.  

What You'll Do

• Drive the overall performance of the customer service organization including; service levels, workforce adherence, team productivity, compliance & customer satisfaction
• Lead a staff of Regional Directors overseeing all contact center teams including Customer Service, Email and Chat.
• Own P&L and business outcomes, including financial, operations, and people strategy for your region. 
• Partner effectively with other contact center operations teams including workforce management, training, recruiting and process transformation
• Drive employee engagement and foster a positive and productive culture through enthusiastic leadership
• Provide a voice of the customer feedback loop to the business
• Problem solve situations; requiring use of data collection and analysis
• Manage multiple priorities in a face-paced environment with effective communication and thorough follow through

What You’ll Need:

• 10+ years of experience; experience managing call center site operations in a high-growth environment is a plus.
• Experience leading senior management and front-line teams in a high-growth, entrepreneurial, and ambiguous environment.
• Demonstrated experience independently developing strategy and driving tangible results across teams while leveraging data from a multitude of sources to tell a story and impact the overarching strategy.
• Proven experience and passion for working across functions and with c-level leaders, synthesizing multiple points of view and owning a coherent action plan, all while negotiating and influencing others.
• Leading/transforming large call center or service operations teams, back office units with 500+FTE
• Direct P&L experience is a plus
• Ability to connect with staff at all levels and provide hands on enthusiastic leadership to effectively manage change
• Experience working with workforce planning, high volume recruiting, and training across multiple sites and/or geographies.
• Experience utilizing and implementing enabling technology (i.e. CRM applications) to drive process improvement
• Experience with complex operational, process, and performance improvement projects 
• Ability to thrive and effectively drive results in a fast-paced and dynamic environment
• Technologically savvy, collaborative confident leader, familiarity with google suite products a plus