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Supplier Experience & Escalations Manager

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Wayfair

22d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Galway

AI generated summary

  • You must have operational support experience in e-commerce or logistics, strong communication skills, problem-solving abilities, project management capability, and tech proficiency.
  • You will manage a team addressing partner requests, resolve complex supplier issues, build relationships, analyze insights for process improvements, and collaborate globally to enhance supplier experience.

Requirements

  • Proven experience successfully operating within an operational support function (managing suppliers, customer journey, handling escalations or process improvement); ideally within e-commerce, logistics or supply chain.
  • English language fluency, both verbal and written communication skills; Polish, German or Mandarin is a plus!
  • Effective communication skills, someone who builds collaborative partnerships and influences senior stakeholders on strategic decisions based on data-driven recommendations.
  • Capability in managing multiple projects simultaneously; overseeing timelines, coordinating resources, and ensuring successful project delivery.
  • Effective and innovative problem-solving skills, with the expertise to investigate & identify the root cause of issues and implement effective solutions.
  • Proficiency with technology, both in navigating multiple systems simultaneously and learning new software required for the role.
  • Attention to detail and capability of managing multiple tasks while excelling in a dynamic, fast-paced environment.

Responsibilities

  • Manage a small team of associates who are responsible for resolving partner requests and progressing our strategic agenda via project work.
  • Execute initiatives to drive progress against well-defined objectives and KPI.
  • Handle complex supplier issues where no standard operating procedures exist, as well as address constructive feedback (such as emails to the C-Suite or commentary challenging our model) shared by partners dissatisfied with aspects of their experience with Wayfair.
  • Build strong relationships with suppliers and internal stakeholders.
  • Analyse supplier engagement insights and team feedback to identify and implement process and product improvements.
  • Think critically about our internal processes, proposing and implementing solutions to improve efficiency, effectiveness, and the overall supplier experience.
  • Collaborate effectively with our global team to ensure seamless cross-functional cooperation.
  • Analyse data and trends, and pilot innovative solutions to improve efficiency, effectiveness and the overall supplier experience.

FAQs

What is the job title for this position?

The job title is Supplier Experience & Escalations Manager.

Where is this job located?

This job is office-based in Galway.

What are the working hours for this role?

The working hours are 38.75 hours per week, Monday to Friday.

What are the benefits provided for this position?

The benefits include Vhi Health & Dental Insurance, Wellbeing Scheme, LearnLux Financial Care, Employee Discounts, Pension, Tuition Reimbursement, Bright Horizons (Child Back-up care), ClassPass access, Sport/Gym Membership Contribution, Commuter Benefits, Holiday including tenure entitlement + Bank Holidays, and more.

What are the primary responsibilities of the Supplier Experience & Escalations Manager?

The primary responsibilities include managing a small team, resolving partner requests, driving strategic initiatives, building relationships with suppliers and internal stakeholders, analyzing supplier engagement insights, collaborating with global teams, and implementing process improvements.

What experience is required for this position?

Proven experience in operational support functions such as managing suppliers, customer journey, handling escalations, or process improvement, ideally within e-commerce, logistics, or supply chain.

What language skills are preferred for this role?

English language fluency, both verbal and written, is required; knowledge of Polish, German, or Mandarin is a plus.

What skills are necessary for success in this position?

Necessary skills include effective communication, project management, innovative problem-solving, proficiency with technology, attention to detail, and the ability to manage multiple tasks in a fast-paced environment.

Who do I contact if I have questions about the role?

You can contact the Wayfair Recruiter, Iwona, for any questions about the role.

Is Wayfair an equal opportunity employer?

Yes, Wayfair is proud to be an equal opportunity employer and does not discriminate on the basis of various legally protected characteristics.

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Wayfair

Retail & Consumer Goods
Industry
10,001+
Employees
2002
Founded Year

Mission & Purpose

Wayfair is the destination for all things home: helping everyone, anywhere create their feeling of home. From expert customer service to the development of tools that make the shopping process easier, to carry one of the widest and deepest selections of items for every space, style, and budget, Wayfair gives everyone the power to create spaces that are just right for them.