Senior BPO Operations Associate, Wayfair
$55.4-69.5k
Minimum 50% Global Travel
A global online homeware marketplace
Open for applications
A global online homeware marketplace
1001+ employees
Open for applications
$55.4-69.5k
Minimum 50% Global Travel
1001+ employees
Company mission
To help everyone, anywhere create their feeling of home.
Role
Who you are
- Proven experience operating in a Customer Success, Vendor Management, or BPO Operations function; any global or multi-regional exposure is advantageous
- Demonstrable knowledge of how to effectively manage outsourced vendor relationships and drive performance improvements
- Excellent written and verbal communication, assertiveness, and strong relationship building skills
- Proficient understanding of how, and when, to leverage supporting tools & systems to achieve measurable business improvements
- Capability to lead through influence and governance rather than direct management
- To be a proactive self starter; decisive, and able to quickly pivot and implement improvement opportunities with agility
- Excellent analytical and problem-solving skills, with a strong attention to detail and process focused mindset
- Ability to deliver timely and constructive feedback to both internal and external stakeholders
- Intermediate User knowledge of IT systems and Applications (Google Suite/ Microsoft Office)
- Flexibility to work effectively across time zones and cultures
What the job involves
- We're looking for dynamic leaders to join our fast-paced, remote environment and help shape the future of customer satisfaction and sales excellence
- As a Senior Associate- BPO Operations, you’ll drive positive and impactful partnerships with our Vendors globally, treating every day as an opportunity to to champion our customers, exceed performance targets, and strengthen business growth
- Lead and execute against a site strategy for your key account / Service Partner effectively delivering KPI / operational improvements through effective governance
- Be the primary point of contact for your Service Partner region/site, building and maintaining strong relationships that drive high stakeholders satisfaction
- Provide regular updates and visibility to both Wayfair and service partner stakeholders leading WBRs for your site, and providing weekly narrative through weekly email updates
- Leading on change adoption, assuring that process changes and adherence is effectively tracked and adopted across your service partner site(s)
- Effective and timely escalation of issues that arise which are blocking progress to site strategy or contracted standards
- Maintain an onsite in person presence by attending on site once a month including all QBRs (this includes global travel to Europe & Asia (this role requires a minimum of 50% travel time)
Our take
Wayfair emerged in the early era of eCommerce with a mission to revolutionize online shopping, offering customers a convenient platform to purchase goods. Today, it stands as one of the foremost global players in the online furniture delivery industry, boasting an impressive inventory of over 33 million products.
Renowned for its extensive product range and comprehensive service offerings, Wayfair distinguishes itself by providing an end-to-end customer experience, from browsing to doorstep delivery. Despite its prominence, the company faces profitability challenges attributed largely to expansion expenses. Nonetheless, its solid presence in the competitive online homeware sector solidifies its position as a key contender.
With ambitious global expansion plans, Wayfair remains committed to maintaining its leadership in the industry. As it aspires to become the ultimate destination for all home needs, its more recent ventures into physical retail represent significant strides toward this overarching goal.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-14% employee growth in 12 months
Company
Company HQ
Prudential / St. Botolph, Boston, MA
Leadership
Niraj Shah
(Co-Founder & CEO)Studied Engineering at Cornell University before co-founding Spinners, a Boston-based IT services company. Previously acted as Entrepreneur in Residence for Greylock and has served as CEO of Wayfair since co-founding the company in 2002.
Steven Conine
(Co-Founder)Co-founded Spinners before working for Operations at iXL. Conine also co-founded Pillar VC in 2016.
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