Assistant Manager, Replacement Parts Operations


Wayfair has over 10,000 suppliers helping us reinvent how customers shop for all things home. The Replacement Part Operations team focuses on resolving issues pertaining to replacement parts for already fulfilled orders. We are looking for an energetic leader who understands the value in providing a streamlined resolution for customers and suppliers alike. This role allows you to own the post-order customer experience by working with multiple business partners to find solutions that are low-cost, quick and amenable to all parties.


The Replacement Parts Team Lead is responsible for team performance, targeting opportunity areas for individuals as well as the team. You will work closely with upper management to drive KPIs while developing staff and driving projects. The ideal candidate has a proven aptitude for people management, is a quick learner, can work efficiently, and is detail-oriented. As this is an evolving team with a fast-paced workload, successful team members have a proclivity toward putting the customer first, looking for the most efficient and cost-effective solution for both the customer and Wayfair.


The Order Management Operations team is organized into small groups that build relationships with suppliers, analyze the root cause of operational problems and partner with other Wayfair departments to leverage technology and continuously improve the experience for our customers. This is a role with tremendous opportunity to make an immediate impact on the success of the company and for growth within the Order Management Operations team.


What You’ll Do:

  • Manage a team of 4-7 associates who are responsible for daily transactional work, customer interaction and coaching suppliers on process and procedure
  • Coach, mentor, and assist in developing staff and their professional development
  • Help develop, implement, and execute strategic projects
  • Take escalated customer calls
  • Monitor, report and drive individual and team performance
  • Lead team meetings, hold regular check-ins with staff
  • Participate in the interviewing and hiring processes
  • Write and administer performance reviews
  • Suggest and implement changes to internal process to improve efficiency and effectiveness
  • Work cross functionally with other teams to ensure best practices
  • Report to senior management on team performance, development, and improvement areas


What You’ll Need:

  • Two or four-year college degree preferred
  • At least one year of people management experience
  • Ability to multitask and shift priorities quickly and often
  • Excellent communication skills, both written and verbal; comfortable with regular phone communication
  • Strong and consistent attention to detail
  • Problem solving mindset and an entrepreneurial spirit
  • Self-reliant and able to motivate others
  • Process-oriented with strong analytical skills
  • Ability to think strategically and tactically within a dynamic, fast-paced organization



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