Customer Service Manager Ii - Athens, Ga

This role is onsite in Athens, GA.

The Manager II is responsible for team performance, targeting opportunity areas for individuals as well as the team. You will work closely with upper management to drive KPIs within the department, while developing staff and driving projects. The ideal candidate has a proven aptitude for people management, is a quick learner, can work efficiently, and is detail-oriented. As this is an evolving team with a fast-paced workload, successful team members have a proclivity toward coaching and derive personal satisfaction from driving strong metrics from the day a supplier is live on Wayfair.com.

What You Will Do:

• Lead a team of 30-50 employees through a direct team of 3-7 managers who are responsible for daily transactional work, touching both Wayfair customers & suppliers

• Deliver consistently on progress and KPIs, to Senior Manager and Associate Director of department

• Provide regular reporting to senior management on team performance, development, and improvement areas

• Analyze and develop custom reports & ad hoc analysis on daily/weekly/monthly/etc performance trends that clearly articulate milestones to senior leadership and identifies opportunities for continued process improvement

• Contribute to the development of tools and processes that make our teams and partners more efficient and effective while always remaining focused on the customer experience by working cross-functionally with other teams within Wayfair

• Coach, mentor, and assist in developing direct staff, including monitoring, reporting, and driving individual and team performance, and writing and administering biannual performance reviews

• Assist in development of long-term human resource needs, participate in the interviewing / hiring process, and responsible for overseeing team calibration & review processes

• Help develop, implement, and execute strategic projects within the SET team & across the broader Service organization

• Lead team meetings, hold regular check-ins with staff, and conduct monthly skip-levels to ensure strong employee engagement & satisfaction

What You Will Need:

• Completed Bachelor’s or Associate’s Degree, Bachelor’s degree preferred

• Demonstrable change management success required, 3+ years people management preferred

• Strong analytical skills required, experience with process improvement &/or managing operational metrics a strong plus

• SQL knowledge a plus, must be comfortable with learning new tools and software

• Strong written and verbal communication skills

• Problem solving mindset and an entrepreneurial spirit, with ability multitask and shift priorities quickly (as necessary)