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Wayfair Manager, Pre-Delivery Journey Transformation in Boston, Massachusetts


<p><strong>Job Description</strong></p>

<p><span style="font-weight: 400;">At Wayfair, we care about our customers! Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty. From the time the customer orders with Wayfair through delivery to their home, our team works to make it easier than ever to shop for the home. The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure a seamless product transition to the customer. We are passionate about our customers and work to delight them on every interaction with Wayfair.</span></p>

<p><span style="font-weight: 400;">You will be responsible for driving the performance and health of our post-purchase customer experience and transforming the same. You will lead a team that works cross functionally with stakeholder across Wayfair departments like Marketing, Merchandising, Operations and Engineering building world class customer journeys for all Wayfair customers - B2B and B2C globally.</span></p>

<p><span style="font-weight: 400;">&nbsp;</span></p>

<p><strong>What You’ll Do</strong></p>


<li style="font-weight: 400;"><span style="font-weight: 400;">Drive insight generation through advanced business analytics to improve our post-purchase e2e customer journeys&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Operate as a cross functional think tank that understand customer needs and Wayfair &amp; Supplier processes, then define, design, deliver transformational journeys</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Partner effectively with product, technology development and other operational teams including contact center workforce management, training, change management teams.&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Manage multiple priorities in a face-paced environment with effective communication and thorough follow through</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Problem solve situations; requiring use of data collection and analysis</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Conduct user and market research to define long term strategy</span></li>


<p><strong>Example Projects</strong></p>


<li style="font-weight: 400;"><span style="font-weight: 400;">Analyze inbound call/email/chat data and conduct user research to root cause customer pain points.&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Identify and quantify opportunities with customer anxiety around Large Parcel Delivery Process around various scheduling and delivery service levels (e.g. in-home, outdoor drop off).&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Design solutions to mitigate customer anxiety by providing clearer messaging in various customer facing interfaces (e.g. checkout, track package page, order confirmation email) in partnership with Product, Engineering, and Marketing</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Develop capability to proactively identify post-purchase issues (e.g. damage, lost, schedule exception) with Supply Chain partners and design proactive service model&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Develop new ideas to “Wow” the customer and measure their effectiveness, such as Virtual Assistant predicting his/her intent and providing customized solution in his/her preferred channel</span></li>


<p><strong>What You’ll Need:</strong></p>


<li style="font-weight: 400;"><span style="font-weight: 400;">4+ years of experience or 1+ years post MBA experience preferred; experience in consulting, analytics, supply chain, or corporate strategy in a high-growth environment is a plus.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Degree in Engineering, Supply Chain, Mathematics, Economics or other concentrations with heavy quantitative focus strongly preferred</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Possess an affinity for data, and resourcefulness in obtaining data when clean and or complete information is not available</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Extensive Excel or SQL experience, bonus points for R or other programming skills</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Passion for customer experience, transformation, and acting as a change agent</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Experience working with start-ups and/or industry bodies focused on innovation in customer service technologies&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Proactive, forward thinking and ability to synthesize disparate information effectively and quickly into clear recommendations, actions, and decisions</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Strong leadership, executive presence, organizational agility, ability to impact and influence senior leaders across the company; Ability to rapidly gain/build trust and confidence of internal and external stakeholders</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Experience with complex operational, process, and performance improvement projects</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Technologically savvy, collaborative confident leader, familiarity with google suite products a plus</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Demonstrated ability to thrive in a dynamic environment bringing intellectual horsepower, and mental agility to quickly learn new topics, understand our unique organization, culture and approaches</span></li>

</ul><div class="content-conclusion"><p><strong>About Wayfair Inc.</strong></p>

<p>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.</p>

<p>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.</p></div>