Process Development & Continuous Improvement Manager

We are Wayfair; we deliver a best-in-class customer experience in the furniture and home space because of people like you, who are driven, determined, collaborative, and thrive in a fast-paced environment. In order to maintain our high level of delivery standards and meet our customer’s needs, the Wayfair Home Delivery Operations team plays a key role in improving customer satisfaction and driving repeat business.

We’ve been busy building a best-in-class home delivery operations network that allows us to delight customers by getting products closer to customers and speeding up deliveries. Wayfair’s future-state home delivery operations network is expected to scale to 3x the size of today’s network by 2023. Our Process Development and Continuous Improvement team will be the team that enables the continuous improvement of our physical processes across sites, helps establish a culture of waste elimination and defect reduction across the organization, and acts as a central interface & process experts for other stakeholders across the Wayfair organization.

We are looking for talented hard-working individuals to join our Process Development and Continuous Improvement team as Operations Managers within each of our home delivery operations centers.

What You'll Do

• Own Process Development and Continuous Improvement for home delivery operation’s center locations.
• Drive standard processes and ensure best practice sharing across shifts, departments as well as other home delivery operations centers
• Foster a culture of continuous improvement and defect reduction by building capabilities (e.g., lean trainings, CI events, coaching supervisors) and act as an agent of change
• Create and maintain a strong safety culture that continuously seeks to eliminate risks from the operation
• Root cause and solution opportunities as needed in support of your site’s day to day operations, especially with regards to safety, quality, productivity, and workflow
• Develop trusting relationships with key stakeholders and senior leadership
• Partner closely with a variety of groups company- wide, including transportation, S&OP, data integration, employee engagement, inventory planning, engineering, and others to coordinate cross functional projects for your site
• Monitor and drive key performance of end-to-end metrics to ensure that we are providing excellent customer experience and delivering on our promise
• Manage multiple priorities in a fast-paced environment with effective communication and thorough follow through
• Regularly communicate performance trends and improvements to the organization

What You'll Need

• Experience with complex operational, process, and performance improvement projects (lean or six sigma experience highly valued) including process mapping and process redesign
• 5+ years of e-commerce, supply chain, operations, or logistics experience
• Strong process, manufacturing, or engineering background with an ability to understand work flow and throughput in the operation
• Ability to work collaboratively across functions and synthesize multiple points of view into a streamlined action plan
• Proven ability as a passionate people-centric leader who can effectively drive results in a fast-paced and rapidly growing company
• A passion for safety as a value rather than just a priority
• Ability to manage and prioritize projects and delegate tasks appropriately
• Analytical ability (e.g., pivot tables, lookup functions) to gather and interpret data to further develop, recommend and implement solutions
• Technologically savvy, familiarity with google suite a plus
• Strong organizational skills and attention to detail
• Flexibility to travel on occasion
• Experience in graphic design and/or videography is nice to have, but not required