At Wayfair, our strong technology offerings help our customers find and order the perfect products for their needs, and it’s our award-winning, in-house customer service team that brings a human touch and empathy to help build brand trust and customer loyalty. Our Customer Service team has offices in Galway, Berlin and Virtual teams across the EU. Our focus is continuously innovating and improving to offer the Best in Class Customer Experience.
The Senior Manager Customer Service Excellence will be accountable for all aspects of our customer experience journey and the quality of that service. You will be responsible for implementing and leading quality improvement strategies across multiple parts of our Service organisation. You will work in partnership with the Global Service leadership team and Cross functional leaders to gather key insights on all components contributing to our Service quality index, to ensure success of the programme and the delivery of its outcomes and benefits.
What You’ll Do
- Own the Customer Service Excellence Strategy, driving high-level and high impact strategic projects to support relevant business and operational improvements to achieve CSQI (Customer Service Quality Index) goals and targets.
- Drive continuous improvement initiatives on Call Centre processes, tools and systems that deliver on Quality and organisational objectives, achieve KPI goals and improve overall customer experience.
- Set up multi-dimensional models & scenario plans and determine the optimum, balancing customer experience, employee experience and cost effectiveness.
- Create data models to forecast long/short term operational excellence strategies.
- Present high impact recommendations to senior leadership for support and approval (ability to share how the programs affect us tangibly and intangibly)
- Participates in performance reviews for Customer Service improvement projects, ensuring consistent engagement with project teams for project ideas, selection and completion with focus on sustained results for our overall Quality Index.
- Ensure Operational Excellence standards, tools and learnings (e.g. A3 DMAIC, Lean, Kata, Kaizen) are being used and sustained for daily structured problem solving and improvement.
What You’ll Need
- Significant experience in a similar Operational Excellence role, building and maturing multiple Operational Excellence programs with strong evidence of delivering results and continuous improvement initiatives.
- Experience connecting Quality program insights with enablement and service delivery teams – you understand the value of quality as a goal and help others contextualize insights from quality reporting into applicable business and operational improvements.
- Expert on Operational Excellence methodologies, Continuous Improvement and Troubleshooting tools and extremely comfortable working with data
- Comfortable with ambiguity and an ever changing ecosystem as we grow - act as a senior thought partner in this space.
- Strong executive presence and track record of cultivating strong and trusting relationships with ability to work collaboratively across multiple functions.
- Confident at challenging the status quo, both influencing and challenging decisions at a senior management level.
- Ability to work to deadlines with good prioritisation, planning and organisational skills
- Comfort with working in a fast-paced, dynamic environment.
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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.