Operational Excellence Associate - Senior

We’re seeking process oriented, passionate, and self-motivated individuals to join the Global Partner Desk Platform team. This team serves as a central project team to help create process standards for supplier support at Wayfair. We coordinate with frontline execution, product strategy and cross-functional teams to document current operations, identify pain points, and recommend and make changes to drive towards offering best-in-class support to an ever-growing supplier base.  As a member of this team, you will work at the core of our business: at the intersection between partners, support teams, and process/technology!

As a Operational Excellence Senior Associate, you will critically think about operational workflows, documenting and evaluating them against our overarching goals/initiatives. The ability to effectively elicit details from cross-functional stakeholders by asking the right questions and conceptualizing new concepts quickly is crucial to the role. You will be responsible for driving high-visibility, strategic support projects that directly impact the supplier experience globally for Wayfair’s many suppliers. This will include working with business stakeholders and engineering partners to problem solve pain points, articulate and execute against tactical plans, followed by measuring the quality through QA of those processes. The Global Partner Support space at Wayfair is rapidly changing so candidates must be comfortable with change and influencing others in that change.

 What You'll Do

• Increase supplier satisfaction (SSAT) by analyzing supplier feedback to find process improvements to enhance our supplier support capabilities
• Identify and resolve any gaps between supplier provided feedback and internal quality metrics as needed
• Leverage tools & technology to visualize complex workflows that span geographies, departments, and technologies
• Create overviews of complex workflows and identify issues to resolve then prioritize and align with other teams on how to solve
• Execute projects that tie together visualization, process improvements, and cross functional stakeholders to solve the issue
• Evaluate our Supplier Satisfaction (SSAT) and QA frameworks for our supplier support teams that focus on any shortcomings, e.g. human error, process breakdowns, and technology inadequacies
• Leverage data to define and pilot innovative solutions to help improve the overall supplier experience

What You'll Need:

• 3+ years of relevant work experience in fast moving, process/technology oriented environments (e.g. consulting, project management, customer service, supplier service, operational excellence) 
• Ability to effectively elicit process details through relevant questions and notes while mapping out initial process with limited understanding of a concept before hand
• Demonstrated success in conceptualizing new processes quickly through critical thinking, confirming assumptions, and partnering with others
• Experience in measuring quality of a process/technology based on deep dives into details either in data or manual reviews of issues
• Success leading cross functional projects and the ability to influence and lead without direct management authority
• Root cause analysis knowledge and application  - i.e.  go deeper than the surface problem, identify and implement long-lasting solutions
• Ability to bring structure to ambiguity when others either don’t know the problem or haven’t had the time to investigate
• Articulate and persuasive communication skills, both written and verbal
• A track record of taking on big challenges and delivering results despite obstacles and limited resources
• Bachelor’s degree required 

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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