Senior Associate, Global Partner Support - Project Lead

Do you thrive working at the intersection of technology and operations? Are you passionate about leveraging new technology and AI to drive operational excellence and efficiency? If so, join Wayfair’s Global Partner Support (GPS) Platform Programs team as a Senior Associate!

Our team is responsible for improving ‘partner’ support operations for Wayfair’s  suppliers, carriers, and customers by driving technology and process enhancements. This team collaborates closely with product management, engineering, and support teams to implement scalable solutions that enhance the supplier experience. We execute strategic initiatives that enhance supplier support through new software system capabilities, platform migrations, and AI-powered solutions. In this role, you will drive high-impact projects that improve support processes for over 20,000+ suppliers worldwide.

You’ll be instrumental in shaping tech-driven enhancements, optimizing automation, and driving digital transformation—ensuring that Wayfair remains an industry leader in supplier support innovation.

What You’ll Do

• Execute Large-Scale Tech Projects – Lead cross-functional efforts, including platform migrations, support system upgrades, and integrations with engineering and product teams.
• Drive AI & Automation Initiatives – Identify and implement AI-driven support enhancements such as supplier sentiment analysis, response recommendations, and automated workflow execution to improve efficiency and satisfaction.
• Leverage Data & Insights – Analyze supplier support trends and pilot AI/ML-driven solutions to improve service quality and reduce friction.
• Develop & Optimize Processes – Work with engineering, product management, and business teams to refine support workflows, optimize ticketing systems, and enhance self-service capabilities.
• Stakeholder Collaboration – Partner with product, engineering, support teams, and external vendors to define project scope, requirements, and long-term goals.
• Strategic Planning & Execution – Define and track project roadmaps, milestones, KPIs, and business impact metrics, ensuring on-time and high-quality execution.
• Continuous Improvement – Identify automation opportunities, AI-driven optimizations, and emerging technologies that elevate the supplier experience.

What You’ll Bring

• 2-3 years of experience in technical project management, consulting, operations, or technology-oriented roles.
• Proven ability to lead cross-functional projects, influence without authority, and drive initiatives to completion.
• Strong problem-solving and analytical skills, with experience in data-driven decision-making.
• Familiarity with AI-powered solutions, automation, and digital transformation in a support or operational context.
• Experience collaborating with product management and software development teams to define and execute technical requirements.
• Strong communication skills, both written and verbal, with the ability to craft compelling business cases.
• Ability to work autonomously in a fast-paced environment, balancing multiple priorities and stakeholders.

Preferred Qualifications

• Experience with Atlassian tools (Jira, Confluence, etc.).
• Strong data analysis skills, with familiarity in SQL, Python, or other data tools.
• Background in customer service technology, AI-driven automation, or operational process optimization.
• Experience working in supplier/vendor management environments.

An Important Note about Wayfair's In-Office Policy:

• All Boston-based interns, Co-ops, and corporate employees will be in office in a hybrid capacity. Employees will work in the office on designated days, Monday - Thursday, and work remotely Friday.

Massachusetts Applicants: I understand that it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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 cele