Manager, CastleGate Operations Team

See more jobs from Wayfair

over 2 years old

This job is no longer active

Manager, Key Account Management Team, Castlegate Ops

Full-Time

Brunswick, ME

Manager, Key Account Management Team:

Wayfair is looking for a talented professional to provide overall management and leadership to a team focused on providing excellent customer service to our top 100 suppliers within the CastleGate Program.  The ideal candidate is an energetic manager-doer, able to professionally develop the members of this team while also leading efforts to improve operational efficiency for both CastleGate and its participating suppliers. CastleGate Operations has high visibility with senior leadership throughout the organization, thus the successful candidate should feel confident representing the team in both written and verbal communication. 

The ideal candidate will embrace rapid problem solving and thrive in a matrix organization, where communication, influencing others and prioritization are valued as much as succinct project execution and opportunity identification.

CastleGate was created to dramatically improve consumers’ shopping experience, and develop a unique competitive advantage for Wayfair. We do this by offering one and two-day delivery times, lower prices, and higher delivery quality of home products than has historically been possible. In order to accomplish this goal, CastleGate partners with hundreds of suppliers, and provides access to our rapidly expanding portfolio of logistics services. CastleGate is one of Wayfair’s newer business units, is growing rapidly, and operates entrepreneurially. We are looking for highly motivated candidates to help expand this business.

 Visit the link to hear from one of our Wayfair founders, Niraj Shah, and our team to get a more in-depth understanding of CastleGate: https://www.youtube.com/embed/4ChIwUySYhs

What you’ll do:

  • Lead a team of individuals to manage a shared portfolio of strategic suppliers, providing optimal customer service within the CastleGate Program 
  • Support an assigned portfolio of key strategic partners, providing customer service and recommending operational efficiencies that support the goal of driving deeper CastleGate adoption 
  • Effectively respond to operational issues for your portfolio as well as complex escalated issues from the portfolios of team members, ensuring proper resolution with partnering teams within our field/ warehouse facilities
  • Recognize, document, and share trends in supplier inquiries and challenges, and also provide recommended course of action for resolution with senior leadership 
  • Monitor and report key service level metrics for timeliness and quality for our fulfillment suppliers
  • Collaborate across operations, account management, data integration and warehouse teams to streamline and standardize processes

What you’ll need:

    • Bachelor’s Degree or equivalent combination of education, training, and experience 
    • 3+ years of professional experience in customer service/ customer success with preference give to those with an additional background in inventory management, supply chain management, or 3PL, ideally in an e-commerce order fulfillment environment
  • Demonstrated ability to manage and prioritize projects and delegate tasks appropriately
  • Solid data management skills and comfort operating with large data sets to identify trends, make recommendations, and deliver upon desired outcomes
  • Innovative problem-solving skills with a tenacity to develop ideas independently and thrive in a fast-paced start-up environment
  • Articulate and persuasive communication skills, both written and verbal for internal problem dissection and resolution as well as customer-facing communications

 

Nice to Have:

  • Prior experience managing a team preferred
  • Experience in SQL and GBQ preferred



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.