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Lead Merchandising Specialist, Enrichment

2 months ago

Boston, Massachusetts, United States Wayfair Full time

Senior Merchandising Associate, Enrichment

Position Overview: This role involves mentoring a team of 3 full-time employees (2 Level 1 Merchandising Associates and 1 Level 2 Senior Merchandising Associate) and overseeing a large group of offshore agents.

Key Responsibilities:

  1. Leadership Development: As a Senior Associate, you will enhance the performance of the Enrichment team by providing guidance to team members and collaborating with offshore vendors in Southeast Asia.
  2. Data Management: You will take charge of the key performance indicators (KPIs) for the ticketing team, utilizing various analytical tools and platforms to deepen your expertise in data interpretation.
  3. Process Improvement: You will have the opportunity to refine and optimize ticketing workflows, ensuring a seamless experience for suppliers and internal partners.

Expectations:

  • Analyze trends and performance metrics across various ticketing workflows.
  • Project future ticket volumes to optimize staffing and meet performance goals.
  • Collaborate with internal stakeholders to streamline Standard Operating Procedures (SOPs).
  • Develop and propose initiatives for continuous improvement in ticketing processes.
  • Act as the Subject Matter Expert (SME) for ticketing workflows, addressing inquiries and facilitating solutions.
  • Engage with cross-functional teams to drive collaborative projects.
  • Work with technical teams to create business cases for technology-driven initiatives.
  • Coordinate with external partners on operational topics to enhance workflow efficiency.
  • Serve as a bridge between the Enrichment team and Supplier Success teams to optimize supplier interactions.

This position operates in a hybrid model, combining in-office and remote work.

About Wayfair Inc.

Wayfair is a leading online platform for home goods, committed to transforming the shopping experience through innovative technology and problem-solving. We foster a diverse community of professionals who value collaboration and creativity, ensuring that every voice contributes to our mission of building a better Wayfair and world.

We are proud to be an equal opportunity employer, promoting inclusivity and diversity in our workforce.