Project Manager

at  Wayfair

The Global Journey Create team focuses on process excellence and working with technology partners to improve the experience for Wayfair’s suppliers and customers. We work closely with internal partners in automating tasks, fixing processes upstream, and improving stability of our tools and platforms. We centralize a number of key cross-functional initiatives and support all relevant contact channels with best-in-class standards and efficiency for all support journeys to our partners. Within the Global Journey Create team, you would be supporting the Post Delivery Resolutions Journey, that represents 30% of overall Global Partner Support (GPS) ticket volume, with 300+ FTEs across Create, Embed & Execute functions.
In this role, you will support key initiatives within the Post Delivery Resolutions Journey, with a primary focus on the Supplier Transfers Program and Replacement Parts Operations. As a process improvement-oriented leader, you will work on a global team at the intersection of technology and business, collaborating closely with our GPS Execute & Embed teams, Product, and Engineering teams. Your efforts will be focused on improving process efficiency, driving operational excellence, and managing cross-functional projects that enhance business outcomes for Wayfair, our customers, and partners.

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

WHAT YOU’LL DO

• Lead process improvement efforts by collaborating with cross-functional teams to scope, design, and implement solutions that enhance operational efficiency and supplier outcomes.
• Conduct feasibility assessments with business and technology stakeholders to prioritize improvement initiatives based on impact and potential ROI.
• Develop and implement 6-9 months action plans to address operational challenges or capitalize on emerging opportunities, ensuring clear goals, milestones, and deliverables.
• Own the execution of project deliverables, from inception through completion, including preparing and delivering progress updates to senior leadership and cross-functional teams.
• Ensure the successful implementation of process changes by documenting results, assigning clear accountabilities, and tracking progress.
• Develop change management strategies and communication plans to keep the broader organization informed of planned improvements and their impacts.