Wayfair Careers

Senior Specialized Service Manager- Virtual

ME, United States
Customer Service - Customer Service Management

Job Description

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.

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. 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.

Requisition ID: 27394