Wayfair Careers

Site Director- Sales & Service

Bryan, Texas
Customer Service - Customer Service Management

Job Description

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 delivery to the customer. In the event a customer should contact our support team via phone, email, chat, social media, or in other ways, we empower our Customer Service Team to resolve the issue. We are passionate about our customers and work to delight them on every interaction with Wayfair. 

As the Site Director you will report to the Head of Service and will be responsible for driving performance of Customer Service Teams and the overall Contact Center Operation.

What You'll Do

  • Drive the overall performance of the customer service organization including; service levels, revenue generation, customer satisfaction
  • Lead a staff of 400+, overseeing all contact center teams including Inbound Sales, Customer Service and Email/Chat
  • Partner effectively with other contact center operations teams including workforce management, training, recruiting and process transformation
  • Drive employee engagement and foster a positive and productive culture through enthusiastic leadership
  • Provide a voice of the customer feedback loop to the business

What You'll Need

  • 7+ years of experience in managing call center site operations in a high-growth environment
  • Experience leading front-line teams of 300+ service consultants
  • Ability to set strategy and follow through on tactical implementation and execution of initiatives
  • Ability to connect with staff at all levels and provide hands on enthusiastic leadership to effectively manage change
  • Proven experience leveraging technology to optimize customer operations
  • Experience managing workforce planning, high volume recruiting, and training in a multi-site and high growth environment
  • Experience utilizing and implementing enabling technology (i.e. CRM applications) to drive process improvement
  • Ability to use data and analysis to drive decision making
  • Ability to thrive in a fast-paced and dynamic environment
Requisition ID: undefined