Head of Strategic Program Management

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About the Role

Customer Service acts as a ‘knowledge center’ to the overall Wayfair business as it is the function that directly interacts with our end consumer when there is a request or an issue. Due to this Services can be the initiator of improvement efforts to reduce the need for customers to reach out. 

You will play a key role in defining the program required to systematically gather insights, socialize improvement efforts and drive results by engaging and influencing senior stakeholders across Wayfair

 

What You'll Do:

  • Establish the Strategic Program Management team including definition and socialization of goals, success metrics and overall program framework
  • Partner with various internal Customer Service teams to action on customer feedback by collaborating with Upstream teams i.e. teams outside Customer Service (for example: Supply Chain, Merchandizing, Employee Tech etc)
  • Drive prioritization discussions within Customer Service to align on big upstream boulders to focus on in a predetermined time period
  • Collaborate with Upstream teams to share findings, determine actions plans - by keeping customer experience at the forefront of all decisions
  • Build relationships with and actively manage & influence senior stakeholders across upstream teams 
  • Manage multiple priorities in a fast paced environment with effective communication and thorough follow-through 
  • Effectively use data to problem solve with CS and Upstream teams; Serve as thought partner to Upstream teams and CS to find the middle ground and create win-win solutions 
  • Program manage and regularly report on the progress of prioritized upstream boulders based on defined governance model 
  • Proactively connect the dots between prioritized upstream boulders, downstream CS boulders and roadmaps of upstream teams 
  • Work with analysts from CS teams to obtain required analysis that will help influence upstream teams  

Qualifications 

Basic Qualifications: 

  • Extensive relevant experience (7+ years), for instance in management consulting or similar industries and/or e-commerce
  • Strong leadership, executive presence, organizational agility, ability to impact and influence senior leaders across the company; Ability to rapidly gain/build trust and confidence of internal and external stakeholders
  • Passion for customer experience, transformation, and acting as a change agent
  • Experience with complex operational, process, and performance improvement projects is a plus

Preferred Qualifications:

  • Ability to thrive in a high growth, entrepreneurial, and ambiguous environment
  • Proven track record of leadership, taking ownership, and driving results
  • Ability to develop, articulate, and execute strategy
  • Ability to pivot priorities as data-led insights evolve
  • Ability to multi-task and work well within a dynamic organization
  • Ability to negotiate effectively with senior supplier stakeholders

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.