The Planning & Flex team sets out to be the bridge across GPS to achieve a best in class global support function for day to day operations while optimizing for cost. Our mission in Plan & Flex is to enable GPS and our Stakeholders to do what they do best - reduce the need for action, enable a great DIY experience, provide effective and efficient support, and proactively guide our partners to exceed customer expectations.
As a Flex associate, you will play a crucial role in establishing a center of excellence for inbound/outbound management, connect the dots between workflow opportunities, and safeguard our partner and customer experiences for cost efficient, perfect operations at scale. The role requires a dynamic individual who is ready to adapt, learn, and contribute to the success of Wayfair's global operations.
Your primary responsibility will be to ensure seamless operational support during peak times, special projects, and high-volume events (HVEs), while maintaining a high standard of customer and supplier service. You will act as a bridge across GPS (Global Partner Support) to optimize workflows and reduce backlogs, all while contributing to Wayfair's mission of delivering exceptional customer experiences.
What you’ll do:
Provide operational support across departments and workflows including pre-order, order-to-delivery, and post-delivery processes. You will be trained on multiple processes and will flex between them based on business needs, time-zone coverage, and language requirements
Act as the first point of contact for suppliers and customers, ensuring inquiries are handled promptly and professionally
Proactively identify inefficiencies in internal processes and improvements to enhance operational efficiency, effectiveness, and supplier experience
Maintain a high level of readiness by participating in regular refresher training, workshops, and shadowing sessions. You will also review workflow updates, share learnings with the global flex team, and ensure compliance with evolving SOPs and policies
Work closely with various stakeholders, including internal teams, suppliers, and customers, to ensure smooth operations
Monitor your own performance through regular QC (Quality Control) and SSAT (Supplier Satisfaction) reviews. Address gaps in execution by reviewing SOPs, requesting additional training, and working with your line manager
Be prepared to take on additional tasks as needed, such as supporting high-volume events, backlog resolution, and language-specific support
Skills & Experience
Ability to quickly adapt to changing priorities, workflows, and business needs on a day-to-day or hour-to-hour basis
Excellent interpersonal and communication skills, with the ability to effectively interact with suppliers, customers, and colleagues across different geographies. Proficiency in English is required, and additional language skills (e.g., Mandarin, German) are a plus
Capable of managing multiple tasks efficiently while maintaining attention to detail. You should be able to prioritize tasks effectively and work autonomously when needed
A collaborative mindset with the ability to seamlessly integrate into various teams and work well in a fast-paced, dynamic environment
A self-starter who takes initiative in their workload, seeks out opportunities for improvement, and is committed to delivering high-quality results
Dependable and punctual, with a strong commitment to meeting deadlines and adhering to scheduled shifts or assignments
Strong problem-solving skills with the ability to analyze data, identify root causes, and implement effective solutions. Experience with Excel and G Suite is preferred
Prior experience in operational environments, particularly in roles that involve working with external partners (e.g., suppliers, vendors, carriers), is highly desirable
About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.
Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.