Senior Operations Manager

About the role

We are Wayfair; we deliver a best-in-class customer experience in the furniture and home space because of people like you, who are driven, determined, collaborative, and thrive in a fast-paced environment. In order to maintain our high level of delivery standards and meet our customer's needs, the Wayfair Fulfillment team plays a key role in improving customer satisfaction and driving repeat business.

Responsibilities

• Develop robust, trusting relationships with key stakeholders and senior leadership, and identify opportunities to improve the fulfillment center operations.
• Oversee the overall safety, employee engagement, collaboration, quality, performance and customer experience of the fulfillment center operations.
• Create and maintain a strong safety culture that continuously seeks to eliminate risks from the operation.
• Command a strong senior presence, lead and build a team of high performing operations managers & operations supervisors.
• Drive creation of quality initiatives, process change initiatives and other Lean initiatives to enable their functional area and ultimately the fulfillment center to meet and exceed business plans.
• Partner closely with a variety of groups company-wide, including transportation, network management, S&OP, data integration, employee engagement, inventory planning, engineering and others to coordinate cross-functional projects.
• Monitor and drive key performance end to end metrics to ensure that we are providing excellent customer experience and delivering on our promise.
• Contribute to the development of new tools, processes and technology which make our teams more efficient and effective.
• Support operational strategy and innovation to drive business goals for revenue, operational performance, and profitability.
• Manage multiple priorities in a face-paced environment with effective communication and thorough follow-through.
• Establish sound process improvement initiatives that drive year-over-year improvement, as well as streamline and optimize day-to-day operations.
• Regularly communicate performance trends and improvements to the organization.

Requirements

• 5+ years of e-commerce, supply chain, operations, or logistics experience.
• Experience with complex operational, process, and performance improvement projects (lean or six sigma experience highly valued) including process mapping and process re-design.
• Demonstrated passion and continued focus of safety as a value rather than just a priority.
• Strong defect reduction, process, manufacturing, or engineering background with an ability to understand work flow and throughput in the operation.
• Ability to work collaboratively across functions and synthesize multiple points of view into a streamlined action plan.
• Proven ability as a passionate people-centric leader who can effectively drive results in a fast-paced and rapidly growing company.
• Able to hit the ground running – a confident, entrepreneurial self-starter with the ability to manage and prioritize projects to delegate tasks appropriately.
• Demonstrated leadership in building a culture of Continuous Improvement for process and operations.
• Strong analytical ability necessary to gather and interpret data to further develop, recommend and implement solutions.
• Tech-savvy, collaborative, confident leader, familiarity with Google Suite products a plus.
• Extremely organized, meticulous, and detail-oriented.