Lead Merchandising Specialist, Enrichment

2 weeks ago

Boston, Massachusetts, United States Wayfair Full time

Principal Merchandising Associate, Enrichment

Role Overview: This position includes a mentorship role for three full-time employees (2 Level 1 Merchandising Associates and 1 Level 2 Senior Merchandising Associate) along with overseeing more than 100 offshore agents working under these team members.

Position Responsibilities: As a Senior Associate within the Enrichment division, your primary duty will be to manage the efficiency of all ticketing operations associated with the Enrichment initiative. This initiative represents one of the most significant SupportHub Jira projects, not only within the Merchandising sector but across all supplier-facing ticketing teams, thus providing substantial visibility to senior management and executives.

Key Areas of Expertise Development:

  1. Leadership Development: You will acquire mentorship skills by collaborating with three internal team members who serve as the main points of contact for ticketing, enhancing the overall experience of Enrichment Tickets. Additionally, you will engage directly with our offshore partners in Vietnam and the Philippines, who are responsible for executing our ENRICH tickets.
  2. Analytical Skills Enhancement: You will take ownership of the key performance indicators (KPIs) for the ticketing team. This role will deepen your understanding of data utilization through dashboards, Google Big Query, AI, Looker, and other analytical tools to become proficient in your team's metrics.
  3. Process Improvement Expertise: You will manage the largest supplier-facing ticketing domain at Wayfair, providing you with the opportunity to refine ticketing workflows and enhance the experience for suppliers, internal partners, and offshore agents.

Expectations for the Role:

  • Analyze trends and performance metrics on a daily, weekly, monthly, quarterly, and annual basis across all ticketing workflows.
  • Project ticket volume quarterly to ensure optimal staffing across workflows, making necessary adjustments to meet KPIs and utilization targets.
  • Review and optimize Standard Operating Procedures (SOPs) with internal points of contact to streamline workflows.
  • Develop project roadmaps and process enhancements for ticketing workflows to continuously improve KPIs.
  • Serve as the Subject Matter Expert (SME) for Enrichment ticketing processes, facilitating inquiries from stakeholders and collaborating with ticket points of contact to determine effective resolutions.
  • Collaborate with senior partners to drive cross-functional initiatives.
  • Engage with the Supplier DIY segment of Enrichment to help shape the long-term strategy.
  • Work with technology teams to develop business cases for tech-driven initiatives.
  • Coordinate with Business Process Outsourcing (BPO) on matters such as agent onboarding and utilization to ensure efficient ticketing operations.
  • Act as a liaison between the Enrichment team and the Merch Supplier Success teams to guarantee an optimal supplier experience throughout the process.

This position operates in a hybrid model, requiring in-office attendance for part of the week.

Wayfair is committed to providing equal employment opportunities and does not sponsor visas for this position.

About Wayfair Inc.

Wayfair stands as one of the largest online platforms for home goods. Whether working from our global headquarters or other locations, we are transforming the way individuals shop for their homes. Our dedication to cutting-edge technology and innovative problem-solving ensures that Wayfair is a place for fulfilling career opportunities. If you seek rapid advancement, continuous learning, and dynamic challenges, you will find a wealth of career prospects here.

Wayfair values diversity and inclusion, recognizing that our varied perspectives strengthen our community. We are proud to be an equal opportunity employer, committed to creating a workplace where every voice is heard and respected.

Your personal information will be handled in accordance with our Candidate Privacy Notice.

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