Senior Associate, BPO Operations

(Non people management role)

Contract: Full Time/ Remote

Location: United States (Work from home)

Travel: Minimum 50% Global Travel

At Wayfair, we don’t just sell home goods—we deliver exceptional experiences. Our award-winning Customer Service & Sales Teams are the heart of that mission, blending cutting-edge technology with genuine human empathy to build trust and loyalty with every interaction. From the moment an order is placed to the delivery at a customer’s door, we’re dedicated to making shopping for the home seamless, personal, and enjoyable- via phone, email, chat or social media.

We're looking for dynamic leaders to join our fast-paced, remote environment and help shape the future of customer satisfaction and sales excellence. As a Senior Associate- BPO Operations, you’ll drive positive and impactful partnerships with our Vendors globally, treating every day as an opportunity to to champion our customers, exceed performance targets, and strengthen business growth.

What You’ll Do

• Lead and execute against a site strategy for your key account / Service Partner effectively delivering KPI / operational improvements through effective governance.  
• Be the primary point of contact for your Service Partner region/site, building and maintaining strong relationships that drive high stakeholders satisfaction. 
• Provide regular updates and visibility to both Wayfair and service partner stakeholders leading WBRs for your site, and providing weekly narrative through weekly email updates. 
• Leading on change adoption, assuring that process changes and adherence is effectively tracked and adopted across your service partner site(s) 
• Effective and timely escalation of issues that arise which are blocking progress to site strategy or contracted standards. 
• Maintain an onsite in person presence by attending on site once a month including all QBRs (this includes global travel to Europe & Asia (this role requires a minimum of 50% travel time) 

What You'll Need

• Proven experience operating in a Customer Success, Vendor Management, or BPO Operations function; any global or multi-regional exposure is advantageous.
• Demonstrable knowledge of how to effectively manage outsourced vendor relationships and drive performance improvements.
• Excellent written and verbal communication, assertiveness, and strong relationship building skills. 
• Proficient understanding of how, and when, to leverage supporting tools & systems to achieve measurable business improvements
• Capability to lead through influence and governance rather than direct management. 
• To be a proactive self starter; decisive, and able to quickly pivot and implement improvement opportunities with agility. 
• Excellent analytical and problem-solving skills, with a strong attention to detail and process focused mindset. 
• Ability to deliver timely and constructive feedback to both internal and external stakeholders
• Intermediate User knowledge of IT systems and Applications (Google Suite/ Microsoft Office).
• Flexibility to work effectively across time zones and cultures.

The base pay rate ranges from *$55,350 to $69,500 for this position. The Compensation team determines internal offers based on your current position/level, your location, tenure and the new position. For internal candidates, as you move through the internal interview process, your recruiter will be able to provide additional details regarding your specific application. Please note, Internal offers are not negotiable.

Interested! Click Apply to get speaking to one of your Wayfair Recruiters.