Senior Manager, Returns & Incident Resolutions
Returns and Incident Resolutions is a key priority for our business. We know that customers don’t always love the product they receive or that issues can arise throughout an order. When these things happen, our goal is to make the experience worry-free and affordable, contributing to the company’s overall profitability and growth. Our Incident Resolutions team works with cross-functional partners to drive new approaches and processes that deliver end-to-end cost and customer experience improvements. This work is business critical, complex, and highly cross-functional.
We are looking for a data-driven, impact-oriented, and intellectually curious Senior Manager to drive initiatives that deliver on these objectives. You will own initiatives in an end-to-end manner leveraging cross-functional teams including Operations, Product, and Customer Service. In this role, you will receive significant cross functional senior visibility through regular engagement with leaders within Wayfair (Associate Director +).
The ideal candidate brings structured and logical planning, excellent communication skills, fluency in quantitative metrics and analysis, and a strong track record of cross-functional team leadership to the role. We welcome applications from diverse backgrounds and experiences (e.g., corporate, professional services, consulting, operations, analytics) in eCommerce and beyond.
What You'll Do
- Manage cross-functional initiatives to deliver cost or customer experience improvements within the Incident Resolutions space
- Collaborate with senior leaders & field operations across Wayfair to continually identify data-driven opportunities, build cross-functional buy-in, and deliver innovative and new approaches to resolving incidents that arise
- Apply structured planning approaches to new initiatives and evaluate progress to ensure that the timeline is followed steadily and consistently
- Identify, communicate, and mitigate project risks and roadblocks
- Establish and maintain KPI reporting for pilots & scale initiatives; own understanding of performance trends and opportunity areas
- Build relationships with operational partners, including at Wayfair warehouses and customer service operations
- Be a great teammate! We seek candidates with a positive attitude, collaborative spirit, passion for solving problems, and a sense of humor
What You'll Need
- Extensive relevant experience (6+ years), for instance in management consulting or similar industries and/or e-commerce; familiarity with human centric design is a plus
- Bachelor’s degree required. An MBA is a plus
- 5+ years of experience building and running multi-person teams to successfully complete complex cross functional projects
- Strong entrepreneurial energy and ownership mindset
- Proven record of taking on big challenges and delivering despite obstacles, limited resources, or landscape ambiguity
- Distinctive problem-solving skills and a thirst for finding opportunities in a data driven ways
- Strong oral and written communication skills
- Track record of working effectively as part of a functionally and culturally diverse team
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.