This position is a in-office role that works out of our Athens Center of Excellence

This is not a virtual / remote position

Join Our Customer-Focused Team at Wayfair!

At Wayfair, we're dedicated to creating positive home shopping experiences for our customers and creating an environment where our associates can thrive. We empower our leaders to shape their teams and drive success through continuous coaching, accountability, and positive influence. 

Your Role

As a Service Manager, you will be responsible for coaching and developing a team of associates to deliver exceptional service while aligning with our company's goals and values. Your role is pivotal in fostering a culture of growth, accountability, and continuous improvement within a fast-paced and ever-evolving environment.

Key Attributes

• Leadership & Empowerment: A natural leader who inspires and motivates others, able to guide and empower associates to achieve excellence.
• Problem Solver: Proactive in identifying challenges and finding solutions that drive continuous improvement for both associates and processes.
• Accountability & Results-Driven: Focused on holding associates accountable and delivering results while maintaining a positive, supportive environment.
• Effective Communicator: Skilled in giving both positive and constructive feedback, ensuring associates understand their strengths and areas for development.
• Adaptable: Comfortable with change, capable of pivoting quickly while maintaining performance standards in a high-stress environment.

What You'll Do

• Team Leadership: Manage and support a team of 15-20 associates with varied skill levels, promoting teamwork.
• Customer Support Oversight: Supervise associates handling customer inquiries via phone, email, and potentially chat, addressing post-order issues.
• Performance Development: Provide coaching and support to help associates  meet performance goals and customer satisfaction targets.
• Quality Assurance: Conduct observations and reviews to maintain service quality.
• Performance Management: Contribute to performance management processes.
• Collaborative Problem-Solving: Work with Human Resources and leadership to address team-related issues.
• Talent Acquisition: Participate in the interview and selection process.
• Data-Driven Improvement: Analyze performance data to identify areas for improvement.
• Customer Engagement: Assist with customer interactions during peak periods.
• Career Development: Facilitate regular career development discussions with associates.

Experience & Qualifications

• Previous experience in a leadership or supervisory role, preferably within a high-volume, fast-paced environment.
• Proven ability to coach and develop individuals, providing regular feedback and support to drive continuous improvement.
• Strong problem-solving skills and the ability to influence change in a dynamic environment.
• Excellent communication and interpersonal skills with the ability to manage difficult conversations with tact and professionalism.
• Ability to work independently, take initiative, and make data-driven decisions to enhance team performance.

You must be authorized to work in the United States without visa sponsorship by Wayfair now or in the future

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.