Must be ONSITE in Boston, MA (Monday - Thursday)

We are seeking a self-motivated individual, passionate about engaging with suppliers to join the Global Partner Support - Supplier Transfer Program Success team. This team serves as the program management function of the Supplier Transfer Program and is dedicated to not only delivering best-in-class supplier support and elevation of the partner experience but also ensuring exceptional customer experiences through our partners. The Supplier Transfer Program Success team oversees the acquisition, onboarding, training, analytical support, and performance management of all suppliers globally in the Supplier Transfer Program. 

In this role, you will be the Supplier Performance Senior Associate and will require:

• Strong communication skills and experience working directly with suppliers
• Understanding of post-delivery processes and resolutions
• Ability to perform trend analysis to inform improvements at the supplier and program level

The work you will drive will support enhancements to customer and supplier experiences while delivering cost savings for the program. You will need to showcase problem-solving abilities and the capacity to handle sensitive topics with financial impact to the business. We are looking for a driven, determined, and collaborative colleague to join our team. The ideal candidate has been in a supplier facing role for at least 6 months, has operational experience, has proven their ability to handle supplier escalations working with various levels of leadership, and has a sincere interest and ability to support continuous improvement post-delivery.

What You’ll Do

• Supplier Performance Management - monitor key performance indicators (KPIs)and conduct outreach to suppliers and their SRMs based on their performance status
• Engage suppliers in coaching discussions to improve performance to support meeting customer satisfaction and cost saving expectations
• Act as the supplier-facing contact for the Supplier Transfer Program; demonstrating professionalism, excellent written and verbal communication, and strong organizational skills
• Collaborate regularly with the STOps, Create, Embed, RPOPs, RP Performance, and Post Delivery Tier II teams; partner to investigate supplier issues, support supplier performance, and identify gaps and improvements for the program
• Build rapport with CM, our external partners, and internal stakeholders to ensure customer and supplier experience satisfaction; own and drive KPIs for CSAT and NPS
• Perform trend analysis across supplier experience avenues to identify a) opportunities to improve the partner experience, b) process improvements, and c) training requirements
• Conduct root cause analysis of performance issues , proposing and implementing corrective actions as needed; act as the expert to solve supplier facing issues
• Develop and implement solutions to address recurring issues and enhance overall operational efficiency
• Take ownership of non standard and complex supplier escalations in order to drive for success program participation
• Represent the Supplier Transfer Program within the wider organization and at external events like tradeshows
• Act as a critical liaison between suppliers and internal teams to gather program feedback, facilitate conversations, and leverage feedback to propose solutions to drive initiatives for improvements and future program success
• Contribute to the development of new tools, processes, and technology which make our teams more efficient and effective

What You’ll Need

• At least 6 months experience in a directly supplier facing role and operational experience in post-delivery
• 3-5 years of E-commerce, corporate retail, consulting, tech, sales, support or general account management experience, not required but preferred
• Articulate and professional communication skills, both written and verbal, and at higher levels
• Ability to work with a great level of autonomy, to prioritize tasks efficiently and to quickly adapt to change
• Ability to work collaboratively and foster great working relationships with various stakeholders
• A track record of successful project and relationship management skills
• Ability to multi-task and thrive in a fast -paced environment
• Innovative problem solving skills

For state-specific application information, please review the following applicant notices.

An Important Note about Wayfair's In-Office Policy: All Boston-based interns, Co-ops, and corporate employees will be in office in a hybrid capacity. Employees will work in the office on designated days, Monday - Thursday, and work remotely Friday. At this time, Wayfair does not provide sponsorship for employment authorization for this position.

Massachusetts Applicants: I understand this it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.