Project Manager - Service Innovation

Who We Are:

The Service Innovation team leverages a creative approach and analytical skills to resolve  day-to-day \business problems and define long-term strategies that impact the customer experience. We create the best possible customer experience through designing customer and employee journeys that enable Wayfair to provide the best in class customer care. 

We work cross-functionally and in partnership with our Senior Leaders on a daily basis to solve complex problems from any part of the operations. The Service Innovation team acts as a ‘lighthouse’ for the wider business. We seek to make continual improvements by identifying the root cause of poor customer and employee experience. We plan, analyse, test, learn and adapt while driving change through people, processes, and technology. 

 What You’ll Do:

• Lead and motivate a project team through continuous E2E process improvement with a primary focus on customer and agent satisfaction.
• Proactively seek out opportunities to streamline and centralize tasks within scope of work to ensure we are working the most efficient and effective way possible.
• Develop and manage assigned projects and be accountable for delivering against established business OKRs and business strategy
• Effectively plan activities and balance resources with project deadlines, scope and budget, including Ongoing risk management assessment of current initiatives. 
• Work cross-functionally and implement solutions with multiple internal stakeholders, including Sales and Service, Partner Management, Engineering  R&D, Transportation & Logistics, Warehouse Operations & Inventory Positioning, etc.
• Educates team members on new processes and clearly communicates the underlying rationale and expected impact.
• Communicate effectively with partner teams and stakeholders, providing regular project updates and problem-solve any ad-hoc issues.

What You’ll Need:

• Demonstrable track record of managing cross-functional global stakeholders in order to achieve critical business initiatives.
• Demonstrated ability to drive complex projects to completion using effective project management, communication, and influence.
• Ability to lead multiple project activities simultaneously, working with internal and external cross-functional groups.
• Excellent interpersonal skills, an interest in working hard, are flexible and enjoy being challenged in a fast-paced environment.
• Hands-on experience in designing and executing test plans and test cases to ensure flawless implementations.
• Excellent communication skills to effectively interact and influence at various levels of the organization.
• Challenge status quo and advocate for improvements by suggesting and setting new standards
• Entrepreneurial self-starter who thrives in a dynamic, fast-paced environment. 
• The ideal candidate will have strong leadership and interpersonal skills and ability to build relationships within project teams.
• Experience in any of the areas of Lean Six Sigma methodology, business process engineering, business or data analytics, is a plus.
• Formal Project Management Certification desirable (PRINCE2, AGILE, PMI etc.)