Job Description

This position is an in-office role that works out of our Headquarters in Boston, MA (this role is not a virtual / remote position)

Wayfair is looking for an Operations Manager to join our workplace Community Experience team. This role will report to the North America (NA) Operations Manager and be responsible for the oversight of our Boston headquarters general maintenance, space planning, and employee experience within our workspaces. This role will also support special projects that relate to events and building updates.

The ideal candidate is committed to relentless customer service, has strong relationship management and business acumen, is excited to represent Wayfairs culture, enjoys creating operational process improvement and has the organizational skills and attention to detail needed to run multiple initiatives simultaneously. If you thrive in a fast-paced, dynamic work environment, we want to hear from you!

Responsibilities:

• Represent Community Operations to Wayfair employees and guests.
• Partner with NA Operations Manager on tactical planning for the teams goals and objectives.
• Manage team resources and workflows through an inbound ticket inflow process or project basis. Hold self and team accountable to high service level standards.
• Partner with Security and Safety to maintain a safe and enjoyable work space for our employees.
• Partner with the Design/Build team to maintain high standards for workplace aesthetics and function.
• Serve as the main cross-functional Point of Contact for Community Operations for the Boston headquarters for large scale initiatives.
• Recognize operational issues when they arise, then partner with team members and stakeholders on opportunities for strategic improvements.
• Report on and forecast for Operational Expenditures for the Boston headquarters.
• Manage 3rd party vendor relationships for preventative maintenance on building systems, cleaning services, and day porters.

Desired Skills and Experience:

• 3+ years of experience in a customer focused role in industries such as facilities, operations, hospitality, or retail operations.
• Experience leading a team of associates.
• Experience with ServiceNow or similar work order management software including workflow improvement, data analytics, and Service Level Agreement (SLA)/ Key Point Indicators (KPI) reporting.
• Experience managing budgets and driving cost efficiencies.
• Able to coach and manage a team of frontline employees and supervisors while also able to work independently with minimal supervision.
• Able to plan and manage work for self and team under time constraints.
• Able to maintain professionalism at all times, even under stressful situations.
• Willing to get in the weeds with the team and be hands-on when needed.
• Strong verbal and written communication and influencing skills. Able to build and maintain relationships throughout the organization and with external partners.
• Professional, proactive problem solver, able to manage and prioritize multiple on-going projects and pivot nimbly to accommodate changing business needs.
• Active thought partner, can deliver accurate information clearly and concisely with supporting data.

Assistance for Individuals with Disabilities

Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form.

Need Assistance?

For more information about applying for a career at Wayfair, visit our FAQ page here.

About Wayfair Inc.

Wayfair is one of the worlds 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, were 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 youre looking for rapid growth, constant learning, and dynamic challenges, then youll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. Were 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. Thats why were 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.

We are interested in retaining your data for a period of 12 months to consider you for suitable positions within Wayfair. Your personal data is processed in accordance with our Candidate Privacy Notice (which can found here: If you have any questions regarding our processing of your personal data, please contact us at dataprotectionofficer@wayfair.com. If you would rather not have us retain your data please contact us anytime at dataprotectionofficer@wayfair.com.

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