We’re seeking analytical and self-motivated individuals to join our Customer & Supplier Experience team. The Customer & Supplier Experience team plays a critical role in ensuring a seamless post-delivery experience for both customers and suppliers. Our team serves as the bridge between suppliers, customers, and internal stakeholders, driving issue resolution, improving operational efficiency, and delivering high-quality service experiences.
In this role, you will manage a team, engage with suppliers and customers, and contribute to tactical initiatives across cross-functional teams. You will be expected to support team objectives, solve operational challenges, execute daily plans, and monitor service metrics. The Team Lead must be able to motivate direct reports, act as a reliable point of contact for complex issues, and partner effectively with cross-functional teams.
Manage and support a team of associates, responsible for resolving customer and supplier experience issues and executing team goals.
Monitor team performance against customer and supplier experience KPIs and support initiatives to drive progress.
Contribute to efforts to improve post-delivery customer and supplier experiences, including issue resolution related to payments, disputes, product replacements, replacement parts, and order fulfillment exceptions.
Serve as a point of contact for complex supplier and customer issues that require cross-functional coordination.
Facilitate communication between suppliers, customers, and internal teams to ensure resolution of operational challenges.
Collaborate with counterparts to implement process improvements that enhance service quality and operational efficiency.
Work effectively across global teams to ensure alignment and collaboration.
Analyze operational data to identify trends and opportunities for service improvements.
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].
