Retail Solutions & Enablement (RS&E) - Global Partner Desk

Who We Are

Are you interested in helping shape the future of Wayfair’s global, at-scale partner support strategy? Does the prospect of being part of a supplier support model that will enable a rapidly growing Fortune 500 company to succeed both today and in the future, excite you? If so, you may be suited for a role on our Partner Desk - fondly referred to as “the Desk” - team.

The Desk utilizes a tech-enabled, scalable model to provide best-in-class support to suppliers as they manage their business on Wayfair. This highly efficient and entrepreneurial team is directly responsible for driving supplier inbound support, synthesizing supplier engagement data that can be mined for rich insights, and delivering innovative solutions to solve a growing supplier base’s most pressing challenges. In doing so, the Desk enables better business outcomes across a portfolio of over 12K suppliers, representing +$1.5 billion in annual revenue. On the Desk, our goal is to help our supplier partners grow their businesses on our sites, positioning Wayfair to win in the online home space in the process. 

How is this opportunity unique? 

We interact with our supplier partners every day. Successful candidates have a consultative mindset and love to to work with external partners - a collaborative approach to engaging with suppliers is paramount. 

We own our outcomes.  Our team plays a role in defining the end to end supplier experience strategy, working with cross functional partners who own business processes and / or technical products to make improvements based on supplier feedback. 

We operate in a data-driven environment. Candidates with experience using data to drive decision-making are great matches.

We move fast, take risks, and innovate. If you have experience at a start-up or in another fast-paced, risk-tolerant environment, or are looking for an environment of this type,  you’d enjoy working on the Desk.

We’re global in our approach.  Those interested in working closely with global counterparts will find satisfaction on the Desk. We partner closely across geographies (in the EU, North America, and Asia) to drive success for our suppliers around the world.  

We invest in our people, and learn together.  Our team takes time to celebrate wins and toast accomplishments.  We foster an environment that values balance, and we encourage personal growth by offering a broad spectrum of opportunities for continuous development and mentorship.  

Senior Associate, Global Partner Management

We’re seeking highly analytical, passionate, and self-motivated individuals to join our Partner Desk team. “The Desk” drives critical components of Wayfair’s supplier support strategy - our team members serve as the external ambassadors who support  the supplier-partners that feed Wayfair’s vast assortment, and leverage internal partners to execute our strategic vision of offering best-in-class support to an ever-growing supplier base. As a senior associate on the Desk, you will work at the core of E-commerce: operating at the intersection between customers, suppliers, and technology!

More specifically, in this role, you’ll manage a small team of associates, engage with suppliers, and push our aspects of our strategic agenda with cross functional partners. You will be expected to lead initiatives that help us achieve our vision and produce measurable outcomes, problem-solve with business stakeholders and engineering partners alike, articulate and execute against tactical plans, and monitor service metrics. Senior associates on the Desk must be able to coach a team of direct reports to achieve well-defined results, while also being effective executors themselves. 

What You'll Do

• Manage a small team of associates and / or agents who are responsible for resolving partner requests and progressing our strategic agenda via project work
• Execute initiatives to drive progress against well-defined objectives and KPIs
• Act as the go-to person for our suppliers as they resolve day-to-day issues, and provide support by training and educating them on the use of Wayfair tools
• Handle complex supplier issues, for which we don’t have standard operating procedures, as well as constructive feedback (emails to the C-Suite, commentary challenging our model, etc.) that our partners share when dissatisfied with a facet of their work with Wayfair
• Build rapport with our suppliers and internal stakeholders
• Mine supplier engagement insights and team feedback to identify and implement both process and product improvements
• Think critically about our internal processes, proposing and implementing solutions to improve efficiency, effectiveness, and the overall supplier experience
• Work effectively across our global team to ensure efficient collaboration
• Analyze data and trends, and pilot innovative solutions to improve efficiency, effectiveness and the overall supplier experience

What You'll Need

• 3+ years of E-commerce, corporate retail, or management consulting experience preferred
• Articulate and persuasive communication skills, both written and verbal
• A track record of successful negotiation and relationship management skills
• An ability to hit the ground running as a confident, entrepreneurial self-starter
• An ability to manage and prioritize projects, to delegate tasks appropriately, and to engage with cross functional teams
• Innovative problem-solving skills, plus the ability to dissect and determine root causes of problems, then implement solutions