About the Team
The Network Strategy & Performance team is focused on creating step-changes in our capabilities (best-in-class speed, perfect orders, reduced delivery costs) and delivery network configuration across Wayfair’s transportation and delivery operations. We partner closely with supply chain technology, advanced analytics, supplier operations, and field operations to recommend and then execute on initiatives that will enhance the Wayfair value proposition for our customers and enable our transportation network to scale with our growth.
About the Role
We are hiring a high-performing Operations leader experienced in designing customer solutions and executing against complex, cross-functional initiatives to drive meaningful customer impact. The Customer Journey lead role is a highly visible one setting and executing on the vision for our customer delivery experience. The selected candidate will work with multiple partners across Transportation, Delivery, Fulfilment, Storefront, Customer Service, Home Services, and their respective tech counterparts.
The candidate will lead a team responsible for a range of simultaneous priority initiatives for Transportation, ensuring that we advance our understanding of customer experience from our network, deliver new services and offerings, and launch those on-time and with the expected impact. We are looking for someone that can quickly ramp up on any operational topic related to Transportation, and supply chain generally, and work across different levels of the organization to bring the right solutions to the problems.
The job also requires strategic vision to correctly identify and prioritize the initiatives to be pursued. The candidate will have top-tier analytical capability, a strong understanding of distributed operations, an ability to build lasting outcomes (people, process, technology), and incredible collaboration skills (both project management and people).
What You'll Do
- Customer understanding: combines Wayfair data, market dynamics, and primary customer research to identify new opportunities/areas for improvement across the delivery journey
- Vision setting: Defines the problems to be tackled, clearing ambiguities. Determines the key metrics of success and how to drive them
- Stakeholder engagement: influences multiple cross-functional senior stakeholders
- Tech roadmap: jointly owns the tech stack changes required to enable the solve
- Executive communications: drives comms to C-level executives. Ability to facilitate difficult data-driven discussions with senior leadership
- People management: drives the success, growth, and development of talent
What You’ll Need
- 8+ years of experience or 2+ years post MBA preferred, ideally in strategic or operational consulting or in a high growth operationally focused technology business (omnichannel retail, customer understanding, or associated functions a plus)
- Experience managing direct teams and cross-functional partners
- Highly analytical mindset with proven ability to move from analyses to impact
- Strong leadership, executive presence, organizational agility, ability to impact and influence senior leaders across the company
- Executive communications, both presenting and preparing readouts for senior audiences
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.