Wayfair is seeking an experienced Senior Manager to lead our Global Embed (Quality, Process, & Change Management) team, a critical function within Global Partner Support (GPS). This role will oversee a global team responsible for ensuring quality assurance, governing process documentation, and driving change management—ultimately improving GPS processes and employee performance.

We are looking for a strategic and hands-on leader with a strong operations mindset, a passion for driving scalable improvements, and the ability to work cross-functionally to enhance supplier and employee experiences. The ideal candidate will thrive in a fast-paced, evolving environment and be excited about the opportunity to set a clear vision for how we can elevate our core functions to continually improve GPS support capabilities.

The Global Embed team operates at the intersection of Quality Assurance, Process Documentation, and Change Management, ensuring that GPS teams are equipped to provide best-in-class supplier support. The team has three core focus areas:

• Managing quality audits and feedback loops to enhance GPS execution
• Overseeing performance assessments and training needs analysis
• Leading QA calibrations and governance of appeals processes

• Owning and maintaining critical documentation across GPS, including SOPs, training materials, and InfoHub pages
• Creating structured, scalable learning materials to support frontline teams
• Standardizing process knowledge to improve operational consistency

• Overseeing internal communication strategies to align teams on best practices
• Leading supplier support training and skills development initiatives
• Partnering with GPS and cross-functional teams to implement tested solutions that improve efficiency and adoption

These three functions are highly connected, ensuring that GPS teams are set up for success while continuously improving processes, knowledge, and execution.

• Set a clear strategic vision for the Global Embed team, ensuring alignment with broader GPS and company objectives
• Oversee a global team of Contractors, Associates, and Managers across North America, Europe, and outsourced partners
• Define and drive key performance metrics, focusing on supplier support quality, process governance, and training impact
• Enhance quality assurance frameworks, implementing systematic feedback loops and governance structures to improve GPS execution
• Optimize knowledge management systems, ensuring GPS teams have real-time access to accurate, well-documented process guidance
• Lead change management efforts, ensuring seamless adoption of new processes, tools, and best practices across GPS
• Own and champion GPS OKRs and KPIs related to QA, process governance, and training effectiveness.

• Bachelor’s or Master’s degree in Business, Operations, or a related field.
• 5+ years of experience in Operations, Quality Assurance, Process Governance, or Change Management.
• Proven leadership experience, including managing global teams and outsourced partners.
• Strong data-driven decision-making skills, with the ability to measure impact and drive performance improvements.
• Excellent communication and presentation skills, with experience influencing senior stakeholders.
• Ability to work collaboratively across functions, synthesizing multiple perspectives into a streamlined strategy.
• Experience in scaling operational programs, particularly in a high-growth or fast-paced environment.

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.

Massachusetts Applicants: I understand that it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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 (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.