Wayfair Virtual Customer Service, Remote Jobs With Wayfair #Apply Today ( Manager )
Hiring Organization: Wayfair
Post Name: Manager
Qualification: Graduate
Industry: Private
Employment Type: Full Time
Work Hours: 8 Hours
Salary: $20-$30/Hour
Location: Boston, MA
Full Jobs Description
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.
Wayfair Virtual Customer Service, Remote Jobs With Wayfair #Apply Today ( Manager )
What You’ll Do
- Create analytics reporting to generate actionable insights to improve our post- purchase e2e customer journeys
- Translate KPI movements into recommendations for systems iteration, implementation, and process automation
- Operate as a cross functional think tank that understand customer needs and Wayfair and Supplier processes, then define, design, deliver transformational journeys
- Develop models to assess economic impact of agent actions, customer behavior and business decisions
- Partner with Product teams to design and implement agile development roadmap to improve our customer and agent facing technology tools
- Partner effectively operational teams including contact center workforce management, training and change management teams
- Manage multiple priorities in a face-paced environment with effective communication and thorough follow through
- Problem solve situations; requiring use of data collection and analysis
- Conduct user and market research to define long term strategy
- Example Projects
- Analyze inbound call/email/chat data and conduct user research to root cause customer pain points
- 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)
- 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
- Develop capability to proactively identify post-purchase issues (e.g. damage, lost, schedule exception) with Supply Chain partners and design proactive service model
- 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
What You’ll Need:
- years of experience in consulting, analytics, supply chain, or corporate strategy in a high-growth environment is a plus
- Degree in Engineering, Supply Chain, Mathematics, Economics or other concentrations with heavy quantitative focus strongly preferred
- Extensive Excel or SQL experience, bonus points for R or other programming skills
- Passion for customer experience, transformation, and acting as a change agent
- Experience working with start-ups and/or industry bodies focused on innovation in customer service technologies
- Proactive, forward thinking and ability to synthesize disparate information effectively and quickly into clear recommendations, actions, and decisions
- 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
- Experience with complex operational, process, and performance improvement projects
- 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
Wayfair Virtual Customer Service, Remote Jobs With Wayfair #Apply Today ( Manager )
