Manager,Customer & Supplier Experience – Order to Delivery

Job title: Manager,Customer & Supplier Experience – Order to Delivery

Company: Wayfair


Job description: The Manager will oversee the Global Supplier Outreach and Click to Ship teams, ensuring efficient and strategic operations to optimize supplier performance, drive compliance, and enhance customer fulfillment. This role requires strong cross-functional leadership, problem-solving, and data-driven decision-making to improve end-to-end supplier and fulfillment processes.As a Manager you will lead and develop a high-performing team, ensuring suppliers exceed expectations through proactive engagement. You will drive strategic initiatives, manage day-to-day execution, and implement long-term improvements. Collaborating cross-functionally, you will address challenges, streamline processes, and enhance supplier performance using data-driven insights.If you thrive in a dynamic environment, excel in developing talent, and are passionate about driving supplier success through data-driven strategies, this is the role for you!What You’ll Do:

• Lead and develop teams to drive performance, meet KPIs, and achieve daily, weekly, and monthly targets
• Report to Senior Management on team performance, key initiatives, and improvement opportunities
• Monitor and enhance key service level metrics to ensure a superior supplier and customer experience
• Coach and mentor managers/direct reports, fostering career growth through continuous feedback and structured development plans
• Drive process improvement initiatives, partnering with cross-functional stakeholders (e.g., transportation, data integration, warehousing, inventory planning, engineering) to implement long-term solutions
• Manage multiple priorities in a fast-paced environment with effective communication, proactive problem-solving, and strong follow-through
• Contribute to the development and deployment of new tools, processes, and technology to improve team efficiency and effectiveness

What You’ll Need

• A Bachelor’s Degree or a strong degree of operational experience in a similar role related to Supplier Chain, Logistics, Customer Service or Operations.
• 2+ years of leadership experience managing operational teams while balancing production/quality metrics and performance management/development
• Fluency in English required
• Exceptional verbal and written communication skills and demonstrated success influencing senior leaders
• Able to work collaboratively across functions and synthesize multiple points of view into a streamlined action plan. Able to effectively drive results in a fast-paced and rapidly growing company.
• Analytical ability necessary to gather and interpret data to further develop, recommend and implement solutions.
• Innovative and creative problem-solving skills – dissect and determine root causes of problems, and implement solutions
• Strong analytical and quantitative skills – ability to leverage raw data to inform coaching process and strategy
• Ability to perform root cause analysis of problems and implement solutions with limited guidance
• Entrepreneurial spirit with ability to communicate when things don’t go as planned
• Demonstrated use of technology to automate processes with focus on driving efficiency and cost savings
• Experience in business and data analytics, Excel, SQL

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 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 ( ). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at .

Expected salary:

Location: Shanghai

Job date: Fri, 21 Mar 2025 05:45:59 GMT

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