Job Description:
We are seeking a detail-oriented, data-curious individual to join the Global Partner Support team as a WGS Supplier Performance Associate (RP & STP, L1). In this role, you will support WGS suppliers’ performance and experience across the Replacement Part (RP) and Supplier Transfer (STP) Programs.
You will work closely with the WGS Supplier Performance Lead: monitoring supplier performance, supporting supplier coaching, and helping close the loop on issues. The work you do will drive improvements in supplier outcomes and customer experience, while contributing to program efficiency and continuous improvement. This role is a great fit for someone who enjoys working with data, collaborating with partners, and growing in supplier operations within a global e-commerce environment.
What You’ll Do
Monitor and Report Supplier Performance
Track WGS supplier’s RP performance, including RP shipped rate and controllable cancellations, to identify trends, gaps, and risks.
Support monitoring of STP metrics such as One-Day Response, Customer Satisfaction, and Net Promoter Score, highlighting negative trends and key drivers for the L2 lead and partner teams.
Maintain and regularly update weekly/monthly performance views using internal reporting tools, ensuring stakeholders have clear, accurate visibility into supplier performance.
Support Supplier Coaching and Enablement
Help the L2 lead execute targeted coaching plans for focus suppliers, covering RP settings, RP shipped rate, process compliance, and customer service behaviors.
Join supplier touchpoints (WeCom messages, webinars, Academy sessions, 1on1 calls), capturing questions, pain points, feedback from suppliers to refine SOPs and tools.
Investigate Issues and Partner Cross-functionally
Work with GPS teams to gather information and help investigate supplier-related fulfillment and experience issues.
Prepare structured inputs such as issue logs, case examples, and data extracts to support root cause analysis and solution design.
Help maintain rolling action plans for key suppliers by updating status, tracking KPI movement, and summarizing progress for the relevant stakeholders.
Support Projects and Process Improvements
Support RP and STP process improvements by helping update SOPs, tool guides, and internal knowledge base content, and drafting simple training or how-to materials as needed.
Help prepare internal updates and external-facing materials (e.g. weekly/monthly summaries, project recaps, supplier communications) to ensure consistent and well-structured messaging.
What You’ll Need
Bachelor’s degree or above in any field; 1-3 years of experience in operations, supplier/vendor support, account management, customer service, or a related role is a plus.
Comfort working with data and proficiency with tools such as Google Sheets (or similar), including filtering, sorting, basic aggregation, common functions, and pivot tables.
Clear and patient communication skills, with a willingness to engage frequently with internal partners and to help drive closure on open issues under L2 guidance.
Strong sense of ownership, organization, and follow-through, with the ability to manage multiple tasks, priorities, and deadlines in a fast-paced environment.
High attention to detail and a process-oriented mindset, with an interest in continuous improvement and learning from real project work.
English reading and writing skills, comfortable reading documentation and emails and collaborating in a global, cross-functional team.
Nice to have: experience in e-commerce, corporate retail, or supply chain; fluent English communication; prior exposure to supplier KPIs (e.g., ship-on-time, cancellation rate, NPS/CSAT); familiarity with WeCom and/or supporting webinars, training, or knowledge base content.
Assistance for Individuals with Disabilities
Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form.
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About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, 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, genetic information, or any other legally protected characteristic.
Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at [email protected].
