Senior Manager- B2B Business Solutions

    • Boston, MA

The Business Solutions Group is looking to add a Senior Manager to their Installation team! This person will leverage a creative approach and quantitative skills to answer strategy questions that impact our largest, most strategic business customers. Looking for a proven analytical problem solver that is passionate about customer experience and is comfortable operating in a dynamic, high-growth environment.

Who We Are

The Business Solutions Group (BSG) is a team that provides custom solutions and sales support for Wayfair’s largest orders (some $1M+). BSG provides design services, specialty expertise, installation, and sales support to ensure that our largest, most complex orders go smoothly for our clients. BSG exists to capture market share that is inaccessible from the broader Wayfair offering, and in doing so is constantly evolving to meet the needs of Wayfair and the broader market. In order to be successful, team members must have driven, curious personalities, strong cross-functional collaboration, and entrepreneurial spirits. Success is defined as maximizing incremental, profitable growth for Wayfair through a targeted application of team resources.

What You Will Do

Lead Wayfair’s installation team to drive superior performance, defined as quality of deliveries, efficiency of team, and bottom-line results for Wayfair 
Standardize post-order management for large, complicated orders to deliver on customer expectations, including recommendations on tools and processes 
Develop relationships with third-party installers, training them to higher levels of performance and growing the network as needed to support Wayfair needs 
Ensure we have the appropriate headcount to support Wayfair’s growth, supporting Wayfair through efficiency enhancements or headcount growth 
Lead analytics reporting for the team, defining metrics for performance, setting targets for quarterly annual performance, and aggressively pursue goals 
Build roadmap of product needs and work with product team to build pipeline of improvements 
Work cross-functionally with sales teams to streamline customer expectations across the order journey 
Strategically identify what services the team should offer and at what scale 
Proactively identify critical bottlenecks and work with internal teams to get ahead of performance issues 
Alert management to any trends associated with performance and put in place correction actions to address 
Present data with a clear point of view so that insights can be used to help drive business 
Travel 10-20 to meet with customer leadership on key projects 
Take data-based approaches to problem solving
 
Who You Are 
 
You have 6 years of experience in a project management or consulting role, bonus for construction management 
Experience working with cross-functional teams, including corporate and front-line teams 
Passionate about solving complex business problems 
Possess strong written and verbal cross-functional communication skills 
Positive, people-oriented, and enthusiastic 
Desire to directly manage others 
Proficient using Microsoft Office Google Suite and functional knowledge of SQL PMP preferred  

Wayfair is a technology leader, reinventing the way people shop for their homes.

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