Drive global customer experience, lead high-impact BPO partnerships, and influence service excellence for millions of customers & partners worldwide.

As the Senior Manager, BPO Operations - Global Service, you will be a pivotal leader dedicated to ensuring our global partners provide essential, high-quality assistance to Wayfair's customers. This multifaceted role blends the strategic oversight of a BPO Operations Lead with the customer-first mindset of a Service Manager.

You will manage the day-to-day relationship and operational performance of our global BPO partners, ensuring their agents are equipped to address inquiries, offer comprehensive product and service information, and effectively resolve any issues. By holding our partners accountable to Wayfair's high standards and leading efforts to drive continuous improvement, you will directly contribute to positive customer experiences and strengthen customer loyalty on a global scale.

What You'll Do

• BPO Performance Management: Oversee the daily operations of global BPO partners, acting as the primary liaison between Wayfair and vendor site leadership to ensure alignment on goals and expectations.

• Service Excellence: Ensure BPO partners successfully address customer inquiries and resolve issues with the same level of care, adaptability, and broad product knowledge expected of our internal teams.
• KPI & SLA Accountability: Monitor and drive key operational metrics across vendor sites, including Customer Satisfaction (CSAT), Average Handle Time (AHT), Quality Assurance (QA), and Service Level Adherence.
• Operational Cadence: Lead Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs) with vendor partners to review performance data, identify trends, and implement corrective action plans.
• Continuous Improvement: Identify process gaps, training needs, or systemic issues affecting the outsourced customer experience and collaborate with cross-functional Wayfair teams (Training, QA, Product) to deploy solutions.
• Customer Advocacy: Act as the ultimate advocate for the customer within the BPO space, ensuring all outsourced operations uphold Wayfair's commitment to excellent service.

• International Service Market Leadership: Provide strategic Service leadership to our Wayfair International Executive team; drive improvements in customer experience and costs in support of business goals.

What You'll Need

• Demonstrable Experience: Strong understanding and proven success operating within Customer Service Operations, Vendor Management, or BPO Operations. Previous experience managing outsourced partner relationships is advantageous but not essential.

• Customer-Centric Mindset: A deep passion for the customer experience and a track record of implementing strategies that drive customer loyalty and resolve complex issues.
• Analytical Acumen: Strong ability to dive into performance data, extract actionable insights, and use metrics to hold teams accountable. Proficiency in Excel/Google Sheets and emerging AI tools.
• Adaptability & Problem Solving: Proven ability to navigate ambiguity, adapt to a rapidly changing environment, and maintain a broad understanding of diverse product and service offerings.
• Communication Skills: Excellent written and verbal communication skills, with the ability to influence external partners and collaborate effectively with internal stakeholders across different time zones and cultures.

• Leadership Presence: Demonstrated ability to lead without direct authority, driving results through external management teams and inspiring a high-performance culture remotely.