Wayfair Careers

Head of Customer Resolution

Ogden, UT
Customer Service - Customer Service Management

Job Description

Wayfair is seeking a senior leader to build out a new function within our Specialized Service organization: Customer Resolution & Project Management. This team is responsible for following through on all complex customer issues and collaborating with internal and external partners to resolve problems. The mission of the team is to provide personalized, dedicated support to customers with complex order issues in order to rebuild trust and drive customer 

We are looking for a leader with a passion for coaching and development that can create a culture of total ownership. This person will lead teams across all service centers to deliver repeat revenue growth, high levels of customer satisfaction, and service level achievement in a fast-moving, dynamic environment. Responsible for building a team of approximately 450 consultants, this leader will have both deep contact center experience and strong hands-on general management skills with the ability to drive transformation in a high-growth environment.    


  • Develop future vision and implementation strategy to exceed customer experience targets
  • Drive the overall performance of the customer service organization:  service levels, repeat revenue, customer satisfaction, cost reduction
  • Effectively build, lead and manage staff of +500, overseeing Customer Resolution teams in Specialized Service across 5 call centers in the following states: ME, TX, UT, MA
  • Partner effectively with other contact center leaders and support teams, including workforce management, training, recruiting and process transformation
  • Build a winning culture on the team, with enthusiastic leadership and the ability to communicate and connect with all levels of personnel
  • Provide a voice of the customer feedback loop to the business
  • Partner with Operations, Marketing and other functions to drive innovation in the customer experience and in sales channels



  • 7+ years of experience in managing operations (500+ agents), ideally in a high-growth environment
  • Ability to both set strategy and follow through on tactical implementation and execution of initiatives – an operator with vision
  • Hands on and enthusiastic leadership style with excellent interpersonal skills – can connect with staff at all levels and effectively manage change
  • Entrepreneurial approach to challenges: being resourceful, scrappy, and not afraid to take calculated risks
  • Proven experience leveraging technology to optimize customer operations and sales
  • Deep knowledge and experience managing workforce planning, high volume recruiting, and training in a multi-site and high growth environment
  • Very knowledgeable with utilizing and implementing technology to drive process improvement--we never stop refining, educating, and learning
  • Ability to think and perform both tactically and strategically
  • Analytical and data driven
  • Thrives in a fast-paced environment

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

Requisition ID: 15060