Senior Associate, BPO Operations

Wayfair; United States; Remote; USD 55,000 - 70,000; Full time

Job summary

Wayfair seeks a Senior Associate in BPO Operations to enhance customer satisfaction and vendor relationships. This remote role involves driving operational improvements and leading strategic initiatives, requiring excellent communication and analytical skills. With a focus on customer success, the position demands a proactive leader ready for global interactions and significant travel.

Qualifications

• Proven experience in Customer Success or BPO Operations.
• Excellent verbal and written communication skills.
• Ability to lead through influence over direct management.

Responsibilities

• Lead and execute site strategy for key account to improve performance.
• Act as primary contact for service partner, ensuring stakeholder satisfaction.
• Manage regular updates and track process adherence.

Skills

Customer Success

Vendor Management

Analytical Skills

Communication

Problem Solving

Relationship Building

Tools

Google Suite

Microsoft Office

Job description

(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.

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 ourAccomodations for Applicants form.

Need Technical Assistance?
If you are having any technical difficulty submitting your application, please reach out to our careers team at [e-mail].

About Wayfair Inc.
Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at [e-mail].

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 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, genetic information, or any other legally protected characteristic.

Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us [e-mail].