Wayfair Careers

Associate Director, Final Mile Operations

Boston, MA
Supply Chain & Logistics - Logistics

Job Description

Wayfair is embarking on a series of strategic supply chain initiatives that will create a meaningful competitive advantage for our business.  The General Manager, Final Mile Operations will be responsible to deliver a truly differentiated home delivery experience for all our large parcel customers.  This is a wide-ranging and highly visible role touching many internal stakeholders, external vendors, and is a role that very directly touches our end customers.  This role is highly strategic but also requires an operational and execution-oriented mindset.  We expect the right candidate to drive continued rollout of our asset-based final mile facilities as well as a step-change improvement in performance across both asset-based and 3rd party final mile delivery terminals.

We are looking for an individual with an entrepreneurial spirit, data-led decision making, ability to build and coach a team, and ability to hold their own in both executive meetings and with ops managers or carrier partners. Candidate must be able to thrive in an extremely fast-paced environment with Wayfair growing at an unprecedented 50% year over year.  This is a highly visible and exciting role for the company and one that will offer the right candidate an opportunity to reshape the customer experience and one of our core operational functions.

Responsibilities include:

  • Continual understanding of key drivers of NPS (Net Promoter Score) and customer satisfaction/loyalty and using these insights to drive their agenda
  • Procure and manage a portfolio of final mile carriers, representing $60M+ in annual spend (growing at 50%+ per yr); consistently managing a balance of customer experience and cost
  • Develop and drive a technology roadmap to enable full customer visibility and operational control
  • Lead site launch PMO expected to launch 35+ sites over the next 24 months
  • Develop innovative delivery solutions to increase coverage territory with minimal fixed cost
  • Partner with operations leaders to drive improvements across customer experience and cost metrics
  • Drive continual improvement in final mile routing technology
  • Lead performance and support team for 3rd party carriers, defining future strategy and support plan for tail markets that are unlikely to go asset-based
  • Develop a world-class concierge group that supports customers and carriers in the days surrounding delivery
  • Innovate around day-of-delivery technology and process to drive a truly differentiated in-home experience
  • Pilot employee driver program and potentially scale nationwide
  • Work effectively with executive team and across stakeholders to understand priorities and drive rapid decision making


  • Unwavering commitment to customer satisfaction
  • Proven track record of driving results quickly and being able to focus on the areas that matter
  • Process-oriented with strong analytical and communication skills
  • Very comfortable implementing new technology
  • Strong negotiation and performance management skills
  • Ability to think strategically and tactically within a dynamic, fast-paced organization
  • Collaborative and effective in a cross-functional environment
  • Evidence of “scrappy startup execution” and how to ‘get it done’ attitude when time is tight and stakes are high
  • Ability to manage through ambiguity, stress, adversity and conflict to establish focus and deliver against business goals
  • Ability to create and develop high-performing teams
  • Operational leadership experience or hands-on consulting experience a plus

Profiles that may be especially well-suited for this role:

  • Innovative leader in supply chain or logistics who is looking for an opportunity lead transformation
  • 8+ years of post-MBA top-tier consulting or financial services, especially if combined with experience driving results directly through a team
  • Experience leading large cross functional teams and driving a transformation in customer outcomes

About Wayfair

Wayfair Inc. offers an extensive selection of home furnishings and décor across all styles and price points. The Wayfair family of sites includes:

  • Wayfair, an online destination for all things home
  • Joss & Main, where beautiful furniture and finds meet irresistible savings
  • AllModern, unbelievable prices on everything modern
  • DwellStudio, unexpected modern design for everyday life
  • Birch Lane, a collection of classic furnishings and timeless home décor

Wayfair generated $3.9 billion in net revenue for the twelve months ended June 30, 2017. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 6,000 people

Tag: SCL-L
Requisition ID: 13499