Wayfair Customer Service Jobs | Online Wayfair Remote Jobs Apply Now 2022

By | April 13, 2022

Job Responsibilities : Senior Manager, Customer Service

Salary : $13 per hour

Company : Wayfair

Location : Remote


  • Drive the overall performance of customer service organization including; service levels workforce adherence team productivity compliance & customer satisfaction
  • Lead a premises-based staff of 100+ managers supervisors and frontline staff through developing overseeing and coaching of phone email and chat service teams
  • Key input into P&L and business outcomes including financial operations and people strategy
  • Partner effectively with other contact center operations teams including workforce management training talent management and process transformation
  • Analyze team performance to drive improvement in KPIs and close performance gaps; Identify data needs to central teams to drive performance
  • Ensure appropriate resources are available to meet changing requirements and volume to meet performance objectives
  • Identify training gaps and partner with onsite training and support teams to improve performance
  • Manage multiple priorities in a fast-paced environment with effective communication and thorough follow through
  • Coordinate and implement reward and recognition programs to drive both group and individual performance
  • Drive employee engagement and foster a positive and productive culture through enthusiastic leadership


  • Demonstrated experience independently developing strategy and driving tangible results across teams while leveraging data from a multitude of sources to tell a story and impact the overarching strategy.
  • Proven experience and passion for working across functions synthesizing multiple points of view and owning a coherent action plan all while negotiating and influencing others
  • Direct P&L experience is a plus
  • Ability to set strategy and follow through on tactical implementation and execution of initiatives
  • Experience with complex operational process and performance improvement projects

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