Senior Merchandising Associate, Enrichment

4 weeks ago

Boston, United States Wayfair Full time

Senior Merchandising Associate, Enrichment

Role Scope: Dotted line as a mentor to 3 FTEs on the team (2 L1 Merchandising Associate and 1 L2 Senior Merchandising Associate) and >100 Offshore agents under those 3 FTE.

Role Description: As a Senior Associate on the Enrichment team, you will be responsible for overseeing the performance of all ticketing workflows within the Enrichment project. The Enrichment project is one of the largest SupportHub Jira projects not only in Merchandising, but out of all supplier facing ticketing teams at Wayfair, therefore getting a lot of exposure from senior leadership and the executive team.

The three main pillars you’ll gain experience in for this role include:

  1. Management Experience: You will gain internal mentorship experience as you will work alongside 3 FTE team members who are the internal ticketing POCs to enhance the overall Enrichment Tickets experience. You will also gain hands-on experience working with our Offshore vendors in Vietnam and the Philippines as they are the agents executing on our ENRICH tickets.
  2. Data Analytics Experience: You will be the primary owner of the ticketing team’s KPIs. You will gain a deeper understanding of utilizing dashboards, Google Big Query, AI, Looker and other platforms to become an expert in your team’s data.
  3. E2E Process Optimization Experience: You are an owner of the largest supplier facing ticketing space at Wayfair You have a blank canvas and the ability to optimize the ticketing workflows to create the best experience for our suppliers, internal cross-functional partners and our Offshore agents.

Role Expectations:

  • Monitor daily, weekly, monthly, quarterly and yearly trends and KPI performance across all ticketing workflows (Global Enrichment Tickets, Enrichment Projects, Media Tickets, Media Projects, White Label)
  • Forecast ticket volume on a quarterly basis to ensure we’re most efficiently staffed across all workflows. Make headcount adjustments and decisions to ensure we’re staffed correctly to hit our KPIs and utilization goals.
  • Review Standard Operating Procedures (SOPs) with IH POCs to ensure our workflows are as lean as possible.
  • Ideate roadmap projects and process improvements for all ticketing workflows to continuously pressure test and improve our KPIs.
  • Become the Subject Matter Expert (SME) for Enrichment ticketing workflows; Help facilitate inbound questions from stakeholders to ticket POCs and work alongside ticket POCs to solutionize and determine next best steps for resolution.
  • Partner with L3+ partners to drive cross-functional projects
  • Partner with the Supplier DIY side of Enrichment to help plan the long-term roadmap for Supplier DIY.
  • Partner with Tech teams to create business cases to continue driving tech-dependent roadmap items.
  • Partner with BPO on topics such as: Agent onboarding, flexing, utilization, etc. to make sure all ticketing workflows are operating as lean as possible.
  • Be a liaison between the Enrichment team and the Merch Supplier Success teams to ensure we’re providing the best supplier experience from start to finish

This is a hybrid position located in our Boston office. M-Th in office and Friday remote. 

At this time, Wayfair is unable to hire candidates that require visa sponsorship now or in the future for this position.

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 Berlin, 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 (/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at 

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