Senior Associate

Wayfair is seeking a collaborative, innovative, and adaptable Senior Associate to join our Global Customer Service Change Management team. The Change Manager Associate plays a pivotal role in ensuring the successful implementation of organizational projects and initiatives by focusing on the people side of change. This involves full ownership of the change management framework, ensuring change initiators develop and implement change strategies that minimize disruption and maximize employee adoption. This is an ideal opportunity for candidates who are looking to join a highly collaborative, cross-functional team, driving forward the future of customer service operations.

What You’ll Do

• Ensure organization’s change management framework is continuously evaluated and refined, ensuring its effectiveness and alignment with evolving business needs
• Establish and nurture strong working relationships with teams across all of Operations, that are initiating change relevant to Customer Service, promoting collaboration and alignment to achieve successful change outcomes
• Facilitate the Global Customer Service Leadership Change Board forum to ensure initiatives are thoroughly reviewed and aligned upon, fostering strategic decision-making and collaboration
• Oversee management of the Global Customer Service Change Calendar, ensuring that changes are scheduled and implemented at the most appropriate times to minimize disruption and maximize effectiveness
• Track and analyze the effectiveness of change management efforts, collecting data and providing actionable insights to project teams and leadership to facilitate informed decision-making
• Work cross-functionally with a variety of teams across Operations 

What You’ll Need 

• Bachelor’s degree earned by date of hire
• 2+ years of professional experience
• Excellent communication, both written and verbally
• Strong project management capabilities
• Collaborative mindset that thrives as part of a team
• Data and process-oriented, demonstrated ability to continuously learn new tools
• High attention to detail and proven ability to consider multiple priorities simultaneously
• Ability to navigate an environment of continuous improvement working through ambiguity in an evolving organization 
• Drive to win and steer collaboration cross-functionally
• Investment in the customer experience 

An Important Note about Wayfair’s In-Office Policy:

All Boston-based interns, Co-ops, and corporate employees will be in office in a hybrid capacity. Employees will work in the office on designated days, Monday - Thursday, and work remotely Friday.

At this time, Wayfair does not provide sponsorship for employment authorization for this position.