Manager, Logistics Customer Experience

Manager, Logistics Customer Experience 

Have you ever been frustrated with an online purchase?  Would you like to do something about it?  The Wayfair Customer Experience Team is looking for a detail-oriented, action-focused manager to drive high-level impact across the organization.

Partnering with internal and external teams, the Customer Experience team is the voice of the customer for logistics initiatives.  We focus on improving speed and reliability in our rapidly expanding logistics network. Our goal is to set the bar for world-class customer experience in home furnishings ecommerce.

Key responsibilities include:

  • Developing and managing cross-functional metrics to monitor the pulse of our supply chain and millions of customer orders each month.
  • Owning relationships with internal and external stakeholders as the main point of contact for new initiatives.
  • Implementing performance improvement projects in collaboration with engineering, product, warehousing, and logistics teams to enhance customer experience.
  • Leading quick-reaction efforts to minimize business impact of emerging supply chain issues, managing communication throughout and developing creative solutions to difficult problems.

Key skills and experience:

  • Professional work experience in a strong quantitative and analytical environment
  • 3-5 years leadership experience in consulting, supply chain, or project management.
  • Minimum 1 year experience with advanced Excel and SQL use.
  • Passionate about diving into data to solve complex problems
  • Comfort leading in ambiguous situations and setting key priorities.
  • Project ownership from end-to-end, with demonstrated data-driven impact.
  • Strong communication skills.
  • Experience working with senior leaders a must.

About Wayfair Inc.

Wayfair believes everyone should live in a home they love. Through technology and innovation, Wayfair makes it possible for shoppers to quickly and easily find exactly what they want from a selection of more than 10 million items across home furnishings, décor, home improvement, housewares and more. Committed to delighting its customers every step of the way, Wayfair is reinventing the way people shop for their homes - from product discovery to final delivery.

The Wayfair family of sites includes:

  • Wayfair, an online destination for all things home
  • Joss & Main, where beautiful furniture and finds meet irresistible savings
  • AllModern, unbelievable prices on everything modern
  • Birch Lane, a collection of classic furnishings and timeless home décor
  • Perigold, unparalleled access to the finest home décor and furnishings

Wayfair generated $5.2 billion in net revenue for the twelve months ended March 31, 2018. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 8,700 people.

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