Wayfair is hiring Managerial remote positions in the USA. Read employee reviews here
Wayfair is the destination for all things home and a place that helps everyone, anywhere, create their feeling of home. But how’d we got here?
In the early 2000s, having a “good selection” might have meant three or four options of something, side by side on a shelf in a store.
A successful manager in this role is a creative, collaborative, results-oriented leader who is adept at balancing multiple priorities, guiding and developing others, and being decisive. This role requires someone to be dedicated to developing a strong, diverse, and collaborative organization, have a strong work ethic, a passion for managing the details within a growing business, and a willingness to contribute wherever necessary.
What You’ll Do:
Support, develop, and lead team members to succeed and accomplish team and individual milestones
Manage and administer new and existing Talent (Human Resources) workflows within the scope
Manage projects and deliver consistent results through proactive coordination, risk escalations, and communication with stakeholders
Partner with stakeholders to influence, optimize, and deliver scalable solutions and processes
Continuously inspect and verify processes and work to identify and propose opportunities for refinement
Collaborate with Wayfair Talent partners to drive consistency and develop best practices
Identify and recommend opportunities to increase and improve the employee experience
Support team members in escalations and the removal of obstacles in day to day and project-related work
What You’ll Need
7+ years in a dedicated Human Resources role with 5+ years of Human Resources Management experience
Proven experience in the understanding and administration of processes including but not limited to the Family and Medical Leave Act (FMLA), Americans with Disabilities Act (ADA), and Short-Term and Long-Term Disability
Bachelor’s degree in Human Resources Management, or related field. Equivalent experience will be considered
Excellent problem solver with a proven track record of driving results
Outstanding interpersonal, oral, and written communication skills
Excellent computer skills including Microsoft Office Products, Internet navigation, HRIS systems
Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex environment
Able to create, analyze, report, and manipulate data as it relates to Human Resources metrics.
As the Virtual Site Director, you will report to our Customer Service Director and will be responsible for driving the performance of work-from-home Customer Service Teams and the overall Virtual Contact Center Operation.
What You'll Do
Drive the overall performance of the virtual customer service organization including; service levels, revenue generation, customer satisfaction
Lead a work-from-home staff of 400+ customer service consultants
Partner effectively with other contact center operations teams including workforce management, training, recruiting, and process transformation
Drive employee engagement and foster a positive and productive culture through enthusiastic leadership
Provide a voice of the customer feedback loop to the business
What You'll Need
7+ years of experience in managing call center site operations in a high-growth environment
Experience leading front-line teams of 300+ service consultants
Experience leading work-from-home customer service teams
Ability to set strategy and follow through on tactical implementation and execution of initiatives
Ability to connect with staff at all levels and provide hands-on enthusiastic leadership to effectively manage change
Proven experience leveraging technology to optimize customer operations
Experience managing workforce planning, high volume recruiting, and training in a multi-site and high growth environment
Experience utilizing and implementing enabling technology (i.e. CRM applications) to drive process improvement
Ability to use data and analysis to drive decision making
Ability to thrive in a fast-paced and dynamic environment.
What You'll Do:
Effectively manages a small book of high value, high potential customers to meet/exceed Sales targets
Maintains and grows a book of business through strong relationships and business partnership
Project manages complex orders and large opportunities
Utilizes all facts and data available to identify challenges, offers mitigating solutions, and quantifies the impact of opportunities on business
Determine customer growth potential for Wayfair, implement key accounts plans on how to achieve that growth, and deliver against that growth potential
Strong management of opportunity pipeline to develop an accurate forecast of the book of business
Effectively holds high-level business conversations either via phone or in-person meetings
Active participant/partner in individual coaching goals as well as team initiatives
Works effectively and positively with B2B peers and manager
Adds and maintains customer data in Salesforce
Effectively navigate and leverage Wayfair.com systems and tools (e.g. Salesforce, Content Hub etc.)
Apply the Wayfair Sales Process to customer interactions & relationships, and to daily activity
What You'll Need:
2+ years sales experience required
Excels in prospecting and sales planning
Excellent selling/persuasive/presentation skills
Strong project management skills
Strong customer focus, demonstrated teamwork/collaboration
Working knowledge of eCommerce B2B sales
Self-motivated and goal-oriented, desire to deliver results.
Business Account Manager
As an Account Manager, you will be responsible for supporting accounts in our Trade, Contractor, and Business verticals. In this role, you will be responsible for identifying trends, experiences, or issues that accounts have previously encountered that have hindered them from utilizing the professional program more recently. After utilizing that knowledge you will then work to build those relationships with our customers in an effort to increase their purchasing and loyalty with Wayfair Professional. You will own and manage a book of business and will be responsible to identify customers that we can engage with and also helping direct the appropriate customers to a better experience if needed. This role requires a high level of activity, genuine curiosity, and willingness to be nimble and coachable.
Expectations:
Engage with accounts to expand awareness, educate, identify new opportunities and develop account intelligence
Schedule appointments and walk through Wayfair Professional offerings
Hold engaging conversations over the phone and email with an ultimate goal of repeat sales and a continuous pipeline of opportunities
Act as the subject matter expert on all Wayfair product offerings/solution development skills
Understand and strive to meet or exceed all sales metrics
Effectively partner and work across our partner teams, including Business Solutions Group and Service teams
Qualifications:
1-3 years sales experience with consistent performance against your core KPIs
Extremely self-motivated and reliable
Genuinely curious and are skilled in a solid business/project needs analysis
Have an adapt/grow mentality; successfully implement feedback and adopt new skills/techniques.
Client Success Manager
As an Account Manager, you will be responsible for supporting accounts in our Trade, Contractor, and Business verticals. In this role, you will be responsible for identifying trends, experiences, or issues that accounts have previously encountered that have hindered them from utilizing the professional program more recently. After utilizing that knowledge you will then work to build those relationships with our customers in an effort to increase their purchasing and loyalty with Wayfair Professional. You will own and manage a book of business and will be responsible to identify customers that we can engage with and also helping direct the appropriate customers to a better experience if needed. This role requires a high level of activity, genuine curiosity, and willingness to be nimble and coachable.
Expectations:
Engage with accounts to expand awareness, educate, identify new opportunities and develop account intelligence
Schedule appointments and walk through Wayfair Professional offerings
Hold engaging conversations over the phone and email with an ultimate goal of repeat sales and a continuous pipeline of opportunities
Act as the subject matter expert on all Wayfair product offerings/solution development skills
Understand and strive to meet or exceed all sales metrics
Effectively partner and work across our partner teams, including Business Solutions Group and Service teams
Qualifications:
1-3 years sales experience with consistent performance against your core KPIs
Extremely self-motivated and reliable
Genuinely curious and are skilled in a solid business/project needs analysis
Have an adapt/grow mentality; successfully implement feedback and adopt new skills/techniques.
What You’ll Do
In this role, you will directly manage a team of 8-10 Business Account Managers (BAMs) to develop and drive our approach to win with large B2B customers, growing revenue and evolving our approach with this new customer demographic. You will drive Key Account strategic initiatives with your individual team; develop nuanced approaches to your teams’ customers' needs; coach and develop our most senior, tenured sales reps; engage with cross-functional partners to improve the Key Account and Wayfair Professional platform for long-term success with enterprise customers. Specifically, you will:
1. Manage Key Account Sales Team Drive revenue from high-value customers by managing a team of Business Account Managers (BAMs) Drive sales strategy, managing team to revenue, activity, and other targets (e.g., opportunity pipeline management, customer QBRs, prospecting/outreach targets) Coach and develop team members, for their short- and long-term growth within Key Accounts and Wayfair broadly Instill best practices among team individually and as a group, setting a high bar for performance and driving continuous improvement Drive approach for executive-level partnerships with customers, and co-create structure for partnership negotiations with account managers.
2. Develop and Lead Cross-functional Initiatives Identify strategic initiatives to improve Key Account Sales, and drive implementation Develop ideas for new initiatives to improve our go-to-market approach within Key Accounts, based on company size, vertical, customer needs, or services Drive cross-functional partnerships to generate new platform improvements, and implement among Key Account team members Communicate “voice-of-customer” themes across stakeholder groups, to drive improvements for Key Account sales.
3. Large Account Strategy: Partner to develop and improve our large account go-to-market strategy, developing new initiatives and ideas that improve our processes (e.g., opportunity pipeline management, call coaching, service/value proposition pitch) or sales strategy (e.g., attractive customer verticals, account prioritization) Partner with functional areas to identify and prioritize capabilities that will drive the most impact (revenue/cost savings) to attract and process business with large accounts.
What You’ll Do
Act as a partner, consultant, and advisor with tech leadership by developing, driving, and executing strategies to recruit talent in a highly competitive market
Drive top of the funnel activity including sourcing, screening, interviewing, evaluating, and offer negotiating processes while advising your business partners along the way
Help diagnose and coach recruiters on their current pipelines and drive efficiencies in the process
Build and maintain passive talent pipeline through proactive market research
Represent Wayfair’s culture by ensuring an excellent candidate experience through transparent communication and timely feedback
Track metrics and leverage data to drive team performance and improve overall recruiting efficiency
Foster an environment of knowledge sharing, collaboration, and continued learning where the status quo is questioned and ideas for improvement are championed and continually explored
What You’ll Need
2+ years of management experience in a corporate and/or agency recruiting environment
6+ years of recruiting experience with proven success delivering innovative sourcing and recruiting methods
In-depth direct recruiting and sourcing expertise developing creative methods to engage and close the technical talent
An interest in development, coaching, managing, and mentoring all levels of Sourcers/Recruiters
Ability to diagnose and coach teams through ups and downs of recruiting cycles and continue to motivate your team within a hyper-growth environment
Strong relationship management skills with an ability to build trust and credibility with both candidates and hiring managers
Proven organizational skills with attention to detail and the ability to prioritize and work well in an environment with competing demands
Familiarity and comfort with a data-driven environment. Ability to use metrics to guide decision-making
Partnership skills, action-oriented mindset, and an ability to be responsive, tactful, and diplomatic
Bachelor's degree preferred.
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