Manager, Customer Service Journey Strategy

Manager, Customer Service Journey Strategy

At Wayfair, we care about our customers! Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty. From the time the customer orders with Wayfair through delivery to their home, our team works to make it easier than ever to shop for the home. The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure a seamless product transition to the customer. We are passionate about our customers and work to delight them on every interaction with Wayfair.

You will be responsible for driving the performance and health of our post-purchase customer experience and transforming the same. You will lead a team that works cross functionally with stakeholders across Wayfair departments like Marketing, Merchandising, Operations and Engineering building world class customer journeys for all Wayfair customers - B2B and B2C globally.

What You’ll Do

• Conduct user and market research to define long term strategy
• Manage multiple priorities in a face-paced environment with effective communication and thorough follow through
• Partner effectively operational teams including contact center workforce management, training and change management teams
• Problem solve situations; requiring use of data collection and analysis
• Develop models to assess economic impact of agent actions, customer behavior and business decisions
• Translate KPI movements into recommendations for systems iteration, implementation, and process automation
• Partner with Product teams to design and implement agile development roadmap to improve our customer and agent facing technology tools
• Create analytics reporting to generate actionable insights to improve our post- purchase e2e customer journeys
• Operate as a cross functional think tank that understand customer needs and Wayfair & Supplier processes, then define, design, deliver transformational journeys

Example Projects

• Develop capability to proactively identify post-purchase issues (e.g. damage, lost, schedule exception) with Supply Chain partners and design proactive service model
• Identify and quantify opportunities with customer anxiety around Large Parcel Delivery Process around various scheduling and delivery service levels (e.g. in-home, outdoor drop off)
• Develop new ideas to “Wow” the customer and measure their effectiveness, such as Virtual Assistant predicting his/her intent and providing customized solution in his/her preferred channel
• Design solutions to mitigate customer anxiety by providing clearer messaging in various customer facing interfaces (e.g. checkout, track package page, order confirmation email) in partnership with Product, Engineering, and Marketing
• Analyze inbound call/email/chat data and conduct user research to root cause customer pain points

What You’ll Need:

• Degree in Engineering, Supply Chain, Mathematics, Economics or other concentrations with heavy quantitative focus strongly preferred
• Proactive, forward thinking and ability to synthesize disparate information effectively and quickly into clear recommendations, actions, and decisions
• Demonstrated ability to thrive in a dynamic environment bringing intellectual horsepower, and mental agility to quickly learn new topics, understand our unique organization, culture and approaches
• Experience working with start-ups and/or industry bodies focused on innovation in customer service technologies
• Passion for customer experience, transformation, and acting as a change agent
• Experience with complex operational, process, and performance improvement projects
• Extensive Excel or SQL experience, bonus points for R or other programming skills
• 4+ years of experience in consulting, analytics, supply chain, or corporate strategy in a high-growth environment is a plus
• Strong leadership, executive presence, organizational agility, ability to impact and influence senior leaders across the company; Ability to rapidly gain/build trust and confidence of internal and external stakeholders