Senior Service Manager

About the role

The Senior Manager, Frontline Operations - US plays a pivotal role dedicated to providing essential assistance to Wayfair's customers by leading and empowering our virtual frontline teams and our Athens based call center. This multifaceted role requires adaptability, a broad understanding of Wayfair's offerings, and a passion for technological innovation.

Responsibilities

• Directly manage, coach, and develop a premise based and virtual team of frontline managers, supervisors and agents within US Frontline Service, fostering a culture of high performance, empathy, and engagement.
• Act as a key operational stakeholder in the rollout and optimization of new tools, AI-driven capabilities (e.g., agent copilots, automated resolutions), and workflow enhancements. Create strong feedback loops between the frontline and Product/Tech teams to ensure tools actually solve agent pain points.
• Own and drive key operational metrics for your teams, including Customer Satisfaction (CSAT), Average Handle Time (AHT), First Contact Resolution (FCR), and Schedule Adherence.
• Partner closely with the L5 of Global Frontline Operations to translate global service strategies into actionable initiatives for the US virtual workforce.
• Identify process bottlenecks and training gaps, leveraging both data analytics and frontline feedback to streamline operations and improve both the agent and customer experience.
• Lead your teams through an ever-evolving landscape of new policies, product offerings, and technology platforms, ensuring smooth transitions and high adoption rates.

Requirements

• Experience: 4+ years of leadership experience in Customer Service Operations, preferably managing premise based/remote/virtual teams within a fast-paced environment.
• Tech & Innovation Mindset: A strong interest in contact center technology. Experience piloting, optimizing, or deploying new software, CRM tools, or AI-driven solutions within a frontline environment is highly preferred.
• Customer-Centric Leadership: A deep passion for the customer experience and the ability to inspire a remote workforce to address inquiries and resolve issues with empathy and expertise.
• Analytical Acumen: Strong ability to interpret performance metrics, identify trends, and use data to make informed operational decisions and influence technology roadmaps.
• Adaptability & Problem Solving: Proven ability to navigate ambiguity, manage competing priorities, and maintain a broad understanding of diverse products, services, and operational tools.
• Communication Skills: Excellent written and verbal communication skills, with the ability to bridge the gap between technical teams (Product/Engineering) and frontline operations.
• People Development: Demonstrated success in leading supervisors or large teams, with a track record of coaching for performance and building a positive, inclusive virtual team culture.

Qualifications

No specific qualifications are listed in the job description.

Skills

No specific skills are listed in the job description.

Benefits

No specific benefits are listed in the job description.

Pay

The estimated total compensation for this role is $164,500 annually, consisting of a competitive base salary and equity. The estimated base salary is between $99,000-$119,000. Please note: the base salary is location dependent and may be adjusted based on cost of labor in your primary work region. We will provide a specific breakdown tailored to your location during the first interview.

Schedule

No specific schedule is listed in the job description.