Program Manager
Assembly Services
Posted on 3/29/2023
Dorchester, Boston, MA, USA
Experience Level
Desired Skills
Customer Service
Data Analysis
  • 5+ years relevant experience, preferably in consulting, business/operations management, or project management; ideally with e-commerce/consumer experience
  • Highly proficient with analytical tools (Excel a must) and various communications formats (PowerPoint, Word)
  • Track record of delivery of measurable impact by leading/managing multiple concurrent projects in a highly cross-functional environment
  • Conceptual and analytical problem-solving skills, using rigorous data analysis, process mapping, and stakeholder interviews to identify hypotheses and support decisions
  • Comfort with “getting into the weeds” and working through the details as a manager-doer
  • Ownership mindset and a bias for action, with a high bar for quality and motivation to take on challenges associated with launching a new business, even in areas that may not be directly under your responsibility
  • Entrepreneurial experience building a business or delivering against ambitious targets & goals in a fast-paced, often ambiguous, and rapidly evolving environment
  • Experience building relationships (internally and externally) and negotiating to achieve mutually agreeable outcomes and persuade key stakeholders
  • Excellent interpersonal skills including senior presence, able to clearly and consistently communicate to and partner with a broad range of senior leaders to achieve objectives
  • Own operational KPIs for Wayfair's Assembly business (e.g., partner SLAs, NPS, customer service metrics)
  • Maintain a roadmap of operational and business initiatives and be responsible for execution e.g., process improvements, customer experience changes, pricing, sales programs, and new capability development
  • Be the voice of the partner and the customer within the Home Services business team
  • Manage a portfolio of third-party service providers, including SLAs, project management, contract negotiations, promotions/pricing, quarterly business reviews (QBRs), and supplier roadmaps
  • Collaborate across departments to drive business goals (departments include Supplier Operations, Finance, Pricing, Customer Service, Legal, and Business Intelligence)
  • Use technology to enhance business goals/customer experience

5,001-10,000 employees

Online home goods retailer
Company Overview
Wayfair's mission is on a mission to help everyone, anywhere create their feeling of home. Wayfair is an online retailer that offers a wide selection of home furnishings and decor.
Company Core Values
  • Relentless customer focus
  • Deliver results with agility
  • Use good judgement
  • Build the best team
  • Collaborate effectively
  • Respect others
  • Be an owner
  • Innovate & improve
  • Adapt & grow