Senior Team Manager - Customer Service - Wayfair

工作内容

Remote Customer Service Manager - German Speaking

Who We Are:
Wayfair’s Customer Service teams are focused on making our Wayfair promise a reality - “Committed to \_delighting customers every step of the way\_\_, Wayfair is reinventing the way people shop - from product discovery to final delivery.\_” We are one of the world’s largest online destinations for the home, a Fortune 500 company. Our Customer Service Teams are critical in achieving this promise and our Senior Team Managers are a pivotal part of this success. Empowering their teams to be owners, solving customer problems correctly the first time and encouraging them to be the voice of our customers. Our business and footprint is growing in the EU and we are looking for Senior Team Managers to help take our teams on that journey with us. We are always improving and setting new standards in Customer Service distinguishing us from our competitors and building a competitive advantage.

We are seeking inspirational leaders, pioneers, that are passionate about people. We are looking for individuals who are customer centric and forward thinking. Leaders who are curious and interested in building the future for our customers and also for our people. The ideal candidate will love coaching, developing and growing individuals to meet their full potential. They will be adaptable and love working in an environment where change happens daily, pace is everything and have the ability to respond to changing priorities and work collaboratively with partners and stakeholders.

What You’ll Do:
People Leadership Responsibilities:

• Lead and manage between 5 -7 direct Front-Line Customer Service Team managers and 100 - 140 indirect reports responsible for the overall performance of the teams and direction. Helping to define and communicate the broader Customer Service vision to your team.
• Develop and nurture high performing teams, having a key role in building leadership depth by providing guidance and mentorship to all levels of leadership within their region, as well as serving as a role model demonstrating our People Principles and Values. At Wayfair we believe everyone is a Leader.
• Create and nurture a culture of inclusion & empowerment, developing owners who are curious problem solvers. Implementing succession planning across all levels of your region.
• You will be required to carry out supervisory responsibilities in accordance with our Wayfair Policies and procedures. These will include activities such as training, interviewing, planning, rewarding and disciplining employees, effective conflict resolution and performance management where appropriate.
• Working collaboratively with cross functional partners to meet the demands of the Customer Service organization, building relationships with indirect reports, peers and stakeholders.

Project Management Responsibilities:

• Proactively taking ownership and driving initiatives that help to increase efficiency, drive revenue, improve customer experience, and/or reduce costs on a meaningful scale for the business.
• Identify and eliminate root cause barriers to an excellent Customer Experience and Agent productivity.
• Develop and and achieve Objectives & Key Results in order to support Wayfair achieving it’s customer promise expectations.
• Achieve a level of mastery that allows you to understand and correctly use resources provided by our internal departments, partners, systems, policies and procedures to drive excellence in both external and internal customer experience

What You’ll Need:
Basic Qualifications:

• Minimum of 4 years of leading & supporting people within a customer service operation.
• Experience leading teams of 50+ reports indirectly, experience managing managers with progressively increasing responsibility.
• 5 years+ Leadership experience
• Highly developed verbal and written communications skills in German and English (C1/C2)
• Advanced excel knowledge and
• Reliable broadband internet with a minimum of 25 Mbits down & 5 up.
• Flexibility with shift work schedule

Other Qualifications:

• Knowledge of Six Sigma/Lean processes
• Direct experience in Contact Centre Operations
• Expertise in the use of technical/statistical tools to drive quality and process improvement

#LI-Remote

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, or genetic information.

By submitting your application, you acknowledge that you have read and understand the Candidate Privacy Notice available here, and that the information you submit as part of your job application will be used in accordance with such notice. You consent to the processing of your information as described in the Candidate Privacy Notice, including that your information may be transferred to other jurisdictions in the United States, the UK, and the European Union, and, that in some circumstances, Wayfair may share your information with trusted third parties, to assist in certain phases of the hiring process (such as conducting background checks).By submitting your application, you acknowledge that you have read and understand the Candidate Privacy Notice available here, and that the information you submit as part of your job application will be used in accordance with such notice. You consent to the processing of your information as described in the Candidate Privacy Notice, including that your information may be transferred to other jurisdictions in the United States, the UK, and the European Union, and, that in some circumstances, Wayfair may share your information with trusted third parties, to assist in certain phases of the hiring process (such as conducting background checks).