Wayfair is transforming the way that people shop for their homes by offering an unparalleled selection of items. We offer millions of possible options from simple to complex, from fashionable to functional. Whenever the customer needs assistance or has a question - we are there to help them find the perfect item for their needs. Consumer Sales consists of a large group of highly trained and talented agents - along with supporting tools, technology, and processes - who meet the customer wherever they are (chat, email, text) and offer the right level of support & expertise to pick out the perfect solution to their needs. 

As a Senior Manager you will report to the General Manager of our Digital Consumer Sales team. You will be in a highly visible, cross-functional and impact heavy role managing upwards of 80+ agents and sales managers. If you have an interest in constantly improving customer & agent experience, thrive in fast-paced entrepreneurial environments, are organized and detail-oriented, and have strong communication and relationship building skills then we encourage you to apply!

What You'll Do

• Drive the overall performance of the sales organization including sales outcomes, service levels, and customer satisfaction
• Lead a staff of 80+, through developing, overseeing, and coaching of managers of frontline chat sales teams
• Provide key input into P&L and business outcomes, including financial, operations, and people strategy
• Analyze team performance to drive improvement in KPIs and close performance gaps
• Partner effectively with other sales operations teams including workforce management, training, talent management and process transformation
• Manage multiple priorities in a fast-paced environment with effective communication and follow through
• Coordinate and implement bonus, reward, and recognition programs to drive both group and individual performance
• Drive employee engagement and foster a positive and productive culture through enthusiastic leadership in a virtual environment
• Collaborate with a cross-functional leadership team to prioritize and improve the agent and customer experience

What You'll Need

• 5+ years of sales or service management experience, with proven leadership track record and history of managing managers of successful, high volume teams.
• Experience leading teams at scale (80+) in a fast-paced, customer-centric environment 
• Ability to set strategy and follow through on tactical implementation and execution of strategic initiatives
• Ability to adapt to changing environments and effectively manage change by providing hands on enthusiastic leadership
• Proven experience and passion for working across functions, synthesizing multiple points of view and owning a coherent action plan, all while negotiating and influencing others
• Proven coaching skills that can impact both front-line agents and managers
• Ability to use data and analysis to drive decision making
• Ability to thrive in a fast-paced and dynamic environment