Manager, Assembly Services

Who We Are: 

Wayfair believes everyone deserves a home they love, and that furnishing your home should be a source of fun, not anxiety. For a customer to turn their vision into a reality they need more than furniture. Customers may need a quality handyman/woman for in-home services or a protection plan to safeguard their investment. Wayfair Home Services aspires to be the one-stop shop for customers, offering them a stress-free place for products and services.

The Home Services team is responsible for connecting Wayfair customers with the services they need to complete their home. Each year we sell over one million services to customers ranging from furniture assembly to faucet installation to product protection plans. Our business is fast growing and operates like a “startup” within Wayfair. As part of the team, you’ll be working in cutting-edge e-commerce (such as gig-economy platforms, and Services in a Marketplace), and in true startup mentality, you’ll work on a range of challenges that span functions including business, operations, strategy, analytics, and technology. Moreover, we’re a highly collaborative, supportive team that values learning, psychological safety, and intentional career development.

We are looking for an enthusiastic, results-driven, customer-focused Manager to help lead one of our newest businesses. The Manager will oversee daily operations of the Assembly & Installation business ranging from pricing to partner management, and everything in between. Based in Boston, the manager will report to the Head of Assembly for Home Services and be responsible for leading cross-functional teams within Wayfair and third-party service providers to deliver customer and business results for this rapidly scaling business. This is a great opportunity for those interested in pursuing an Operations and/or General Management career track at Wayfair as you will obtain experience from all facets of a business line. This is also a great role for those looking to help shape a nascent but high-growth business in Wayfair!

What You'll Do:

• Own operational KPIs for Wayfair’s Assembly business (e.g., partner SLAs, NPS, customer service metrics)
• Maintain a roadmap of operational and business initiatives and be responsible for execution e.g., process improvements, customer experience changes, pricing, sales programs, and new capability development
• Be the voice of the partner and the customer within the Home Services business team
• Manage a portfolio of third-party service providers, including SLAs, project management, contract negotiations, promotions/pricing, quarterly business reviews (QBRs), and supplier roadmaps
• Collaborate across departments to drive business goals (departments include Supplier Operations, Finance, Pricing, Customer Service, Legal, and Business Intelligence)
• Use technology to enhance business goals/customer experience

What You'll Need:

• 5+ years relevant experience, preferably in consulting, business/operations management, or project management; ideally with e-commerce/consumer experience
• Highly proficient with analytical tools (Excel a must) and various communications formats (PowerPoint, Word)
• Track record of delivery of measurable impact by leading/managing multiple concurrent projects in a highly cross-functional environment
• Conceptual and analytical problem-solving skills, using rigorous data analysis, process mapping, and stakeholder interviews to identify hypotheses and support decisions
• Comfort with “getting into the weeds” and working through the details as a manager-doer
• Ownership mindset and a bias for action, with a high bar for quality and motivation to take on challenges associated with launching a new business, even in areas that may not be directly under your responsibility
• Entrepreneurial experience building a business or delivering against ambitious targets & goals in a fast-paced, often ambiguous, and rapidly evolving environment
• Experience building relationships (internally and externally) and negotiating to achieve mutually agreeable outcomes and persuade key stakeholders
• Excellent interpersonal skills including senior presence, able to clearly and consistently communicate to and partner with a broad range of senior leaders to achieve objectives