Manager, Transportation & Delivery

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Job Description

Manager, Transportation & Delivery Customer Journey

 

About the role:

The Customer Journey team is responsible for defining a parcel-agnostic view of the ideal click-to-use customer experience. The Customer Journey team is part of the Network Design & Management organization within Transportation & Delivery. Organizationally we sit under the NA T&D umbrella, but the customer journey work is global in scope - supporting both North America and the EU businesses. This is a highly visible role setting and executing on the vision for our customer delivery experience.

 

What You'll Do:

  • Help design a best-in-class, end-to-end, customer experience for our large & small parcel delivery network by enabling the operational strategies that deliver on the customer’s evolving expectations around speed and convenience
  • Defining the large parcel customer communications and delivery scheduling experience to clearly set expectations and bolster customer confidence
  • Working with multiple partners across Transportation, Delivery, Fulfilment, Storefront, Customer Service, Home Services, and their respective tech counterparts to test, measure, and implement strategies to differentiate our end-to-end customer journey
  • Define service level offerings, touchpoints and target experience for our customer
  • Manage & monitor key performance indicators to identify potential issues, determine root causes, and propose resolutions
  • Assess satisfaction and profitability of existing offerings on an ongoing basis
  • Build frameworks & repeatable processes to drive primary research, resulting in new consumer insights & opportunities

 

What You'll Need

  • Bachelor’s degree and 5+ years of relevant experience (management consulting, e-commerce, or supply chain analytics preferred; masters’ degree a plus)
  • Penchant for leveraging data to dissect and determine root causes of problems, develop business cases to size and structure opportunities, and develop creative solutions
  • Innovative problem-solving skills, with a track record of taking on complex analytical challenges and delivering despite obstacles and limited resources
  • Exceptional oral and written communication skills with the ability to tailor communication style based on the audience
  • Experience and passion for working across functions (operations, technology, analytics), synthesizing multiple points of view and owning a coherent action plan
  • Thrives in a high growth, entrepreneurial, and ambiguous environment

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.