This position will be located onsite in our Boston office. The employee will be expected to be in the office Mon-Thurs.

Wayfair’s Physical Retail Team is seeking an Associate of Retail Customer Operations to support Wayfair’s physical retail growth and long term support. The Associate of Retail Customer Operations will be a part of the Store Operations team that will help craft the Wayfair customer experience playbook to stand up and scale stores across North America.

The Associate of Retail Customer Operations will work with the Senior Manager of Customer Experience to develop a plan to support our in store experience at checkout, pickup and return, as well as the post order experience for both our large format stores and smaller specialty brands locations.

This role will work cross-functionally across the organization both with home office partners, store field support, and store teams to maintain operational execution strategies, provide training and ongoing communication with the stores teams for the supported programs.

This role is based in Boston and reports to the Senior Manager of Customer Experience, who is seeking a highly motivated, forward thinking, detail oriented collaborator who will drive execution and delivery of the customer and associate experience. As the retail portfolio grows you should expect to support an increasing number of physical retail stores, experience offerings and needs.

What you’ll do:

• Drive a successful customer service strategy within the portfolio of physical retail stores
• Develop & maintain effective training that enhances the customer experience and positively impacts customer loyalty and operational skills.  
• Support project initiatives by building materials, creating a rollout timeline, following up on adoption and tracking milestones. 
• Gather best practices from competitor analysis to improve our in store offerings
• Share insights from the field to support the development of long term business strategies
• Work cross functionally in partnership along with Senior Manager with internal partners of service channels to effectively align on the ideal customer in store experience
• Analyze NPS and customer sentiment to develop plans for improvement 
• Maintain store KPIs for customer experience touch points (ie transaction time, pick-up SLAs, return rate, etc)  

What you’ll need:

• 3+ years physical retail experience required, with strong retail operations and service knowledge preferred. 
• Experience with coaching and training to drive customer experience
• Preferred experience with an omni channel service processes
• Excellent communication skills, with demonstrated ability to launch initiatives
• Ability to motivate and educate store leaders in order to drive results by building and maintaining strong relationships
• Ability to execute strategy and provide feedback to bring best in class experience to life
• Thrives in a high-growth, ambiguous environment with competing priorities

Assistance for Individuals with Disabilities

Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form.

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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.

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