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Wayfair Community Experience Operations Manager in Boston, Massachusetts

<p><span style="font-weight: 400;">Wayfair is looking for a highly engaged, strategically-minded analytical leader for our Community Experience Operations team. In this Boston based role, you will be responsible for driving operational excellence, promoting Wayfair’s culture and ensuring safe, and welcoming workplace experiences for our employees. You will also work directly with a variety of vendors as well as teams throughout the organization. The Wayfair Community Experience team builds, designs, and operates environments that attract top talent, foster collaboration, nurture employee success, and promote retention. Our vision is to provide effective, practical, and productive workplace environments that reflect Wayfair’s personality and provide a home for employees to thrive. Our teams are known to be fun, resourceful, solution-oriented, proactive, and thoughtful</span></p>

<p><span style="font-weight: 400;"><br></span><span style="font-weight: 400;">The ideal candidate is self-motivated, organized, analytical and enjoys pushing the status quo to improve operational performance. This is a great opportunity to flex your leadership, and entrepreneurial skills to manage strategic and operational workplace strategies for the business. If you love leading teams, creating process improvement, enjoy managing complex projects, and thrive in a fast-paced environment this is the role for you.&nbsp;</span></p>

<p><strong>Key Responsibilities:</strong></p>

<ul>

<li style="font-weight: 400;"><span style="font-weight: 400;">Oversee complex projects that drive improvements to the employee’s workplace experience. Proactively identify business needs, gain alignment on objectives, scope, timing, and resources. Solicit feedback from business leaders, stakeholders and team to drive continuous improvements.&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Manage a team of direct reports and third-party vendors associated with building operations. Assist with daily operations including, but not limited to: oversight of mailrooms, event/meeting set-ups, internal moves, inventory management, and ongoing facilities maintenance activities.&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Cultivate a team culture of respect, empathy and inclusion. Presume good intent while prioritizing impact. Balance candor with humility and kindness.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Relentless Customer Focus: Manage work order systems, monitor SLAs, feedback, and data to assess the effectiveness of employee experience programs. Ensure resources are optimally sourced and deployed. Continuously revise processes and SLAs to better support operational efficiency and employee experience.&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Innovate and Improve: Question the status quo, suggest ways to improve and innovate processes, systems and workplace environments to optimize team and greater employee population’s workplace experience.&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Report regular operational updates professionally to leadership teams and stakeholders. Partner with business leaders throughout the organization to provide customized workplace solutions when needed.&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Act as Safety Officer to ensure safety requirements are upheld at all times. Manage site emergencies action plans. Continuously reviewing and revising to ensure effectiveness. Respond to emergency situations on site, when needed.&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Leverage data and collaborate with site leadership to develop and implement initiatives to drive cost savings, enhance employee experience, and improve operational efficiencies.&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Establish high service standards and lean strategies, develop and track KPIs and manage efficient, yet high levels of service.&nbsp;</span></li>

</ul>

<p><strong>Desired Skills and Experience:</strong></p>

<ul>

<li style="font-weight: 400;"><span style="font-weight: 400;">Minimum of 5+ years in a leadership, service oriented, operational role.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Degree in Business, Operations Management or related field preferred.&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Proven track record of enhancing processes, tools, reporting, metrics, and driving results.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Ability to drive complex projects from inception to completion using effective project management, communication, and influence; with strong ownership deadlines.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Experience with complex operational, process, and performance improvement projects with a proven ability to translate strategy into action that drives clear and measurable outcomes.&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Ability to lead and influence in a highly matrixed organization, with excellent relationship management skills.&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Strong communication, organizational, analytical, critical thinking, and team building skills. Strong ability to quickly adapt and address complex challenges in collaborative and creative ways.</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Professional presence and excellent communication skills (written, verbal, and non-verbal).</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Ability to motivate and lead self and others to deliver results with agility.&nbsp;</span></li>

</ul><div class="content-conclusion"><p><strong>About Wayfair Inc.</strong></p>

<p>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.</p>

<p>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, or genetic information.</p></div>

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