Senior Manager - Specialized Service
Wayfair is seeking a senior leader to build out a new function within our Specialized Service organization: Case Management. This team is responsible for following through on all complex customer issues and collaborating with internal and external partners to resolve problems to create a seamless customer experience. The mission of the team is to provide personalized, dedicated support to customers with complex order issues in order to rebuild trust and drive customer retention.
Develop, manage and coach managers of specialized teams to build successful teams and deliver an exceptional customized customer experience
Analyze team performance to drive improvement in KPIs and close performance gaps
Make decisions about business policies, managing risks and resolving employee issues
Ensure appropriate resources are available to meet changing requirements and volume to meet performance objectives
Identify training gaps and partner with support teams to improve performance
Hold regular meetings to discuss performance trends and pass on corporate and local initiatives
Effectively interview and recommend candidates for hire
Coordinate and implement bonus, reward and recognition programs to drive both group and individual performance
Take corrective action to manage performance as appropriate
Effectively respond to escalated customer service issues to ensure proper resolution
Build a winning culture on the team, with enthusiastic leadership and the ability to communicate and connect with all levels of personnel
Provide a voice of the customer feedback loop to the business
5+ years of service management experience, with proven leadership track record and verifiable history of managing managers of successful, high volume teams.
3+ years of experience in call centers with 100+ employees preferred
Ability to both set strategy and follow through on tactical implementation and execution of initiatives – an influential operator with vision
Hands on and enthusiastic leadership style with excellent interpersonal skills – can connect with staff at all levels and effectively manage change
Entrepreneurial approach to challenges: being resourceful, scrappy, and not afraid to take calculated risks
Proven experience leveraging technology to optimize customer operations and sales
Deep knowledge and experience managing workforce planning, high volume recruiting, and training in a multi-site and high growth environment
Very knowledgeable with utilizing and implementing technology to drive process improvement--we never stop refining, educating, and learning
Ability to think and perform both tactically and strategically
Analytical and data driven
Thrives in a fast-paced environment
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 $4.7 billion in net revenue for the twelve months ended December 31, 2017. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 7,700 people.
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