Wayfair Careers

Director, Process Capabilities

Boston, Massachusetts
Supply Chain & Logistics - Warehousing/Distribution

Job Description

Wayfair is redefining the way customers buy online and one of the key pillars of that strategy is to create a best-in-class logistics network, specializing in a truly differentiated customer experience.  Over the last several years we have built a logistics network covering a majority of the US and are continuing to build aggressively in parallel with driving operational excellence and a customer focus throughout our network.  Doing this well is one of Wayfair’s highest priorities and is quickly becoming a key competitive moat.  This is an exciting, fast-paced, and high-visibility initiative and we are looking for leaders who can help disrupt the status quo and redefine an industry.

The Head of WDN Process and Quality must be able to thrive in an extremely fast-paced environment with Wayfair growing at an unprecedented 40% year over year.  This is a highly visible and exciting role for the company and one that will offer the right candidate an opportunity to reshape one of our core operational functions.

Responsibilities include:

  • Develop and lead a team of Industrial Engineers, Field trainers, and process/quality professionals to transform the Wayfair Delivery Network (Wayfair’s proprietary outbound supply chain) into a best-in-class supply chain across all key metrics that will enable us to scale to $20B and beyond
  • Ensure crisp definition of key metrics, prioritize areas of focus, and drive network-wide outcomes on safety, customer experience (speed + convenience), employee engagement, quality, and cost
  • Develop reporting and analytics to keep executive teams updated on trends, root cause, and actions underway
  • Develop and drive technology roadmap to support these key business outcomes
  • Push operators and other stakeholder groups to consider the “art of the possible” and reach new heights
  • Create a drive an approach to create process standards and drive implementation across the network, including FC outbound processes, sortation hubs, final mile hubs, home delivery concierge teams (delivery-focused customer service & driver dispatch), linehaul transportation, and final mile transportation
  • Create structures to enable better communication and seamless change management
  • Define our approach to continuous improvement and develop processes and technology that enable our frontline staff and supervisors to drive out defects
  • Drive design, testing, and build out of the future state of the network, defining building flow, MHE needs, labor needs & shift design, etc and drive the multi-year transformation of our network
  • Work with multiple stakeholders across various business functions to drive continued innovation in how we serve our customers, what products we handle, and how we support broader business initiatives
  • Regular travel required


  • Record of driving results quickly across a scale organization and being able to focus teams on the most important areas
  • Track record of investing in teams and growing leaders and organizational capabilities
  • Able to drive accountability while maintaining a positive culture where leaders and associates are encouraged to innovate and fail on the path to excellence
  • Process-oriented with strong analytical and communication skills
  • Comfortable working with technology teams to improve and implement new solutions
  • Able to think both strategically and tactically within a dynamic, fast-paced organization
  • Collaborative and effective in a cross-functional environment
Requisition ID: undefined