Manager, Supplier Support

Manager - Partner Advocacy, Global Desk Team

Who We Are

We are the Partner Advocacy Team (PAT), a team of case managers supporting Wayfair’s highest value suppliers. Our goal is to drive short and long term improvements to the supplier experience through support management, root cause analysis, and proactive issue resolution. 

We are a positive, energetic, and diverse team that enjoys working directly with suppliers to provide best-in-class service and create a more seamless experience when they work with our commercial platform and tools. 

What You’ll Do

You will be responsible for managing a team of 2-4 direct reports, creating and implementing strategic projects on behalf of the team, and work with a portfolio of high value suppliers. Working on our team, you will utilize project management, communication, problem solving, stakeholder management, and analytical skills. You will also work with cross-functional partners to identify short term improvements for the supplier, while raising process gaps or inefficiencies to improve future suppliers’ experience working with Wayfair. This provides exciting opportunities to not only create impact across the business and also stay on top of important process changes and technological developments. Some of your key areas of responsibility are:

• Manage a team of 2-4 direct reports.
• Work directly with a portfolio of top suppliers to understand support pain points. Scope and develop plans to address those issues; execute jointly with cross-functional teams. 
• Lead end-to-end execution of strategic projects focused on process, service quality, and operational improvement
• Navigate various levels and departments within Wayfair; connect with the appropriate teams to work on supplier cases and drive to a root cause and resolution. 
• Extract and communicate relevant insights and learnings with stakeholders to create a shared understanding around supplier concerns.
• Own relationships with supplier categories within your portfolio and their supplier relationship managers and category leadership on behalf of the team.
• Develop positive and productive relationships with cross-functional teams and act as suppliers' internal advocate within Wayfair. 
• Work proactively to identify emerging support concerns and resolve them without initiation from the supplier. 

What You’ll Need

• 4+ years in a corporate environment; experience with ecommerce, program management, project management, or support work is a plus
• People management skills and the ability to coach, direct, and advise direct reports 
• Strong written and verbal communication skills with external and internal stakeholders at a variety of levels, including executive communication.
• Strong analytical skills and the ability to read and interpret a variety of data sets. 
• Innovative problem-solving skills to dissect and determine root causes of problems and influence cross-functional partners to implement solutions.
• A track record of taking on challenges and delivering despite obstacles and limited resources.
• A positive attitude to execute against an array of initiatives in a fast-paced environment.
• Strong work ethic, highly motivated self-starter, and extremely organized.

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 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 oppor