Head of Global Get Paid Journey

Wayfair’s Global Partner Support Team enables our external Partners by, eliminating or reducing need for action, have a great DIY experience via automation and self-service, provide best-in-class support, and guide partners to exceed expectations. 

In this role, you will be Head of the Global Get Paid Execute organization. You will drive impact by creating and scaling program insights for the broader Wayfair organization and its senior leaders. The work you will drive enhances customer and supplier experiences while delivering cost savings on multiple Wayfair team’s P&L’s. The team’s you will be overseeing are Dropship and CastleGate Supplier Claims Disputes as well as a subset of supplier inquiries around payments and terms of service. 

What You’ll Do:

• Manage a team of more than 30 individuals that are globally located; the team consists of onshore and offshore analysts. 
• Have the ability to hold your team accountable to Service Level Agreements to ensure we are providing best-in-class service to our partners. 
• The ability to coach a large team around supplier ticket inbound execution and productivity metrics. 
• Develop weekly, monthly and quarterly SLA narratives for senior leadership within Global Partner Support, Category Management, Incidences and Returns, Tech and Executives when a new workflow is stood up or backfills take place. 
• Have the ability to make decisions in a fast paced environment. 
• Be comfortable with working across a number of teams and functions to deliver results at a rapid pace. 

What You'll Need:

• 9+ years experience managing large teams with a proven track record of hitting SLA targets
• Experience working with or collaborating with suppliers with the ability to balance supplier satisfaction with Wayfair’s best interests. 
• Excellent analytical skills with experience turning data into actionable insights and appetite to become the SME within this space quickly
• Highly proficient in GSuite.
• Experience with Google BigQuery, Data Studio, Tableau or Looker a plus
• Experience collaborating across multiple stakeholder groups, communicating with diverse audiences, and balancing/negotiating priorities

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, Tuesday, Wednesday, and Thursday, and work remotely the other 1 day of the week.

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 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 dataprotectionofficer@wayfair.com.