Job Description
The BPO Vendor & Network Manager will report directly into the Global Head of BPO and is responsible for managing the E2E lifecycle of our 3rd party BPO vendor sourcing efforts, including partnering with business leaders to support sourcing for new skills i.e. alternative languages, 3D modeling, legal specialists, etc. They will own the whole sourcing pipeline from staying up-to-date on Wayfair and market trends to identify gaps in our network, identifying potential vendors, evaluating fit, and making recommendations to Senior leadership. They will own all vendor onboarding initiatives including formulation of deal structures, vendor negotiations, contract management, etc. This manager will also own the maintenance of all existing BPO vendor contracts, including term renewals, pricing renegotiations, performance and SLA management, quarterly business reviews, any anything else that falls within the terms of a contract. They will collaborate cross-functionally with key Wayfair stakeholders in Finance & Legal, Merchandising, Imagery/Creative, Operations, Talent and more. The role will have direct interaction with our international vendors (i.e. in India, Vietnam, the Philippines).
It’s an exciting, unique role, combining international partner relationships, collaboration with many Wayfair departments, contract negotiations, process optimization, and performance management.
About the Team
Business Process Outsourcing (BPO) is part of the Strategic Procurement (Finance) department and owns outsourced vendor partnerships, ensuring all offshore workflows within the network are operating at optimal cost, staffing and process efficiencies. They govern the spend for each line of business (LoB) and broadly across the vendor network by establishing spend targets with FP&A and monitoring actuals. They streamline the process of onboarding, training, cross-utilizing, and measuring performance of vendors so that they are operating at maximum efficiency and meeting stakeholder established SLAs. As the needs of BPO’s stakeholders evolve with the implementation of tech automation and new initiatives, BPO consistently evaluates the network to ensure it is equipped with the right size, skills, diversification, and rate structures.
About Strategic Procurement (SP)
The Strategic Procurement (SP) team supports groups across Wayfair in making informed spend decisions that drive the best ROI and long-term value for the company. With the company’s focus on long-term growth and profitability rather than only short-term profitability, and the absence of standardized budgets, we believe SP can play a highly impactful role in spreading a culture of ownership and driving disciplined spend decisions, either directly delivering those projects or equipping employees in the business to do so to a high standard. SP supports a range of teams across the business including Engineering (e.g., hardware, software, communication); Logistics and WH (e.g., plant and machinery, packaging, supplies); Marketing, Algorithms & Analytics and Merchandising; Talent (e.g., contingent labor, recruiting, systems); Facilities; Finance; and, Legal.
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.