Partner Enablement Manager (International Supply Chain)
International Supply Chain (ISC) is a digital freight forwarding organization within Wayfair's broader CastleGate Logistics network. We offer a full suite of shipping services (Asia consolidation, ocean freight, drayage, customs brokerage, cargo insurance, etc.) that aims to provide Wayfair suppliers with competitive and convenient logistics solutions. As part of the ISC, you will play a key role in growing and executing on our strategic business lines.
What You'll Do
- Work with Wayfair’s internal partners to help provide customer service to ISC Suppliers who are tail accounts
- Lead in building a cost-efficient platform to enable supplier growth at scale and providing a superior customer experience in their International Supply Chain Journey. ISC Partner Enablement desk is the central point of contact for all suppliers queries related to the ISC Freight forwarding business
- Develop target structure for European Desk Service Organisation
- Build and train a team developing and delivering services that support customer needs
- Collaborate with multiple cross functional team operational teams in setting up a flexible and scalable platform and organisation managing all inflowing queries.
- Responsible for defining service level agreements
- Lead and manage performance of the Service Desk at all levels and be accountable in the delivery
- Verifying the team is providing timely and complete resolution of user problems/issues
What You'll Need
- 6+ years of experience in operations & technology in setting up operating models for customer service. Service industry preferred
- Excellent communication skills in English
- Strong creative and innovative problem-solving skills
- Agility to adapt to new technology, processes and tools effectively
- Committed team attitude with a strong desire to win and to drive collaboration with cross-functional teams and individuals
- Strong desire to take ownership and calculated risk in a fast paced and changing environment
- Hunger to produce great results and execute on an array of initiatives
- Collaborative self-starter who is able to work in a fast-paced environment with a certain level of ambiguity
- Analytical, creative, and innovative approach to solving problems
- Work effectively with people in a cross-functional environment
- Strong communication and stakeholder management
- Perform as the expert on all service desk supported products and tasks.
- Act as the main interface to the internal stakeholders for ISC Desk services
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.