Head of Leadership Development, Coaching & Quality (North American Customer Service)
Wayfair is seeking a dynamic, experienced Associate Director to lead Coaching, Quality & Leadership Development supporting North America Customer Service. This person will oversee strategic planning and implementation to create continuity in the employee experience between Quality insights and Coaching intervention; supported by key manager skills and competence enablement through training programs across multiple levels. We are looking for a Learning Leader with a creative mindset towards Coaching and Quality approaches, a keen understanding of Leadership Development methodology, technical aptitude, and a desire to drive scalable strategic advancement in the program with measurable, data-driven results.
What You'll Do
- Relentlessly focus on Wayfair's Customer Service to help build and drive QA, LD/OD, and Coaching strategy to align with business objectives, and growth projections.
- Responsible for leading a team of Leadership Development Consultants as well as Quality associates across a remote group, to partner with stakeholders and project managers to assess needs, and leverage proven methodologies to implement innovative and creative solutions.
- Responsible for ownership of Leadership Development curricula, Quality strategy, and Coaching Certification procedures.
- Build strong partnerships and collaboration with peer training leaders, and key stakeholders to enable consistency in programs across North America and with Global peers.
- Oversee impact measurement, reporting and trend analysis across sites and consult with stakeholders at across locations based on these results
Required Qualifications
- Bachelor's degree required. A Master’s Degree in Leadership and Organization Development, Learning and Development, or Business Administration preferred. Certification in Coaching and/or PMP highly preferred.
- 10+ years of experience as a proven leader in formalized Leadership or Organizational Development and Quality Assurance, preferably in a tech or eCommerce industry.
- 8+ years of experience managing formalized employee Coaching programs, preferably in the contact center environment.
- 5+ years of experience working as a Leadership Consultant or similar position
- 5+ years developing and administering an end to end Quality Assurance program, preferably in the contact center environment.
- Able to consult with multiple levels within the organization to assess needs and recommend viable solutions
- Experience interfacing with Sr. Leadership; developing relationships, presenting, reporting, consulting.
- Ability to manage multiple and complex projects, responsible for meeting deadlines, reporting progress and impediments to stakeholders and Sr. Leadership, measure success based on business goals and metrics.
- Strong informal and formal leadership skills. Ability to influence both direct and indirect reports.
- Experience leveraging Virtual Instructor-Led Delivery Software and Learning Management Systems (LMS) administration; Cornerstone experience preferred.
- Proven ability to analyze data and identify solutions with in-depth needs analysis with stakeholders
- Articulate, persuasive communicator across multiple organizational levels
- Ability to build rapport and instill trust and confidence
- A flexible mindset and agile approach to deliverables. Ability to adapt style to engage with different stakeholders.
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.