Delivering a perfect experience to our customers is at the heart of what we do at Wayfair. Ensuring that we deliver on our customer promise, and effectively managing situations when we fail to deliver upon it, is a central priority for our multi billion USD and yet fast growing business in Europe, owned and shaped by our central and cross-functionally active Returns and Incident Resolution business. Our performance in this area decides about risks and opportunities in customer experience, and sensitively impacts our top and bottom line performance, and it further influences our brand health, our customer loyalty and growth, it shapes our supplier collaboration, and it contributes to our social and environmental responsibility. Because it encompasses and also depends on various business areas beyond Operations, the Returns and Incident Resolutions business has a wide reach and visibility within the organization. And to set up our European business for ongoing growth and success at scale, we are looking for a strategic thinker and leader with strong stakeholder management, people leadership, and program execution skills, who will own this central business end to end, and orchestrate global and cross-functional efforts. 

What you will do

• Own European returns as an end to end business, starting with preventive levers, supplier incentives, and policies, reaching to reverse logistics, our monetization strategy, and diligent crediting of returned items (full p&l)
• Own European incident resolution as a business, driving customer satisfaction and cost-efficiency through effective resolution offering, and ensuring a successful execution with our Service partners, Supplier partners, and our Supply Chain organization.
• Define and own the strategy for this business in cross-functional and global alignment to drive brand health, customer loyalty, profitability, effective supplier collaboration, and positive social and environmental impact.
• Set up this business for successful execution against the strategy by ensuring alignment with and buy-in from other senior leaders, securing execution support, and by developing a top performing team.
• Support Wayfair’s growth by creating solutions for successful market expansions in Europe and ensuring scalability. 
• Globally co-lead the Returns and Incident Resolutions business together with your North American counterpart.
• Report directly into our Europe Operations Lead, further into the broader European and global executive team including our COO and CEO.

What you will need

• Extensive relevant experience in operations, technology, consulting, strategy or finance, e-commerce experience preferred
• Academic degree in Engineering, Business or a Supply Chain/Operations discipline, MBA or equivalent Master’s degree preferred.
• Proven track record of leadership, tenacious and accountable in driving results, general manager role.
• Familiarity with returns, supply chain operations, logistics, or home-related industries
• Proven track record of driving innovation and results with a significant impact on the business.
• Ability to convince and influence senior leaders, to get cross-functional support and executive sponsorship where needed.
• Prior experience in building, growing, and effectively leading a high performing team
• Comfort in going deep on content and getting your hands dirty where needed in order to challenge the way we work, and to ensure we do it better
• Ability to thrive in a high growth, entrepreneurial, and ambiguous environment