Job Information
Wayfair Senior Manager, Global Partner Support - Quality Assurance, Process Optimization & Change Management in Boston, Massachusetts
We are seeking a strategic and results-oriented leader to oversee the Global Embed team, a critical function within Global Partner Support (GPS). As the head of the Global Embed team, you will oversee a global team responsible for quality assurance, process optimization, documentation governance, and driving successful change management—ultimately improving Wayfair’s ability to provide best-in-class support to our ‘partners’ (suppliers, carriers and customers). We are looking for a strategic and hands-on leader with a strong operations mindset, a passion for driving scalable improvements, and the ability to work cross-functionally to enhance partner and employee experiences. The ideal candidate will thrive in a fast-paced, evolving environment and be excited about the opportunity to set a clear vision for how we can elevate our core functions to continually improve GPS support capabilities.
About the Team
The Global Embed team sits at the intersection of Quality Assurance, Process Optimization, and Change Management, ensuring GPS teams are equipped to provide best-in-class supplier support. The team drives quality assurance audits, performance assessments, and feedback loops to enhance execution while maintaining robust process documentation and governance to improve efficiency and the partner experience. By developing scalable quality assurance capabilities and change management programs, Embed plays a critical role in enabling support teams, driving continuous improvement, and ensuring seamless adoption of new processes. Together, these efforts create a more effective, informed, and high-performing supplier support ecosystem at Wayfair.
What You’ll Do
Define and execute a global strategy for quality assurance, process governance, and change management that enhances Wayfair’s supplier support capabilities and aligns with GPS’s long-term business objectives.
Lead and develop a global team of Managers, Associates, and external partners across North America, Europe, and outsourced locations, fostering a culture of data-driven decision-making, operational efficiency, and continuous improvement.
Advance quality assurance capabilities for GPS by implementing AI systems to automate structured audit and feedback frameworks.
Optimize knowledge management systems, ensuring GPS teams have seamless access to well-documented processes, SOPs, and training materials to drive high performance and improve supplier experience.
Drive change management efforts, partnering with Product, and Operations teams to ensure the smooth rollout and adoption of new processes, tools, and best practices across supplier support teams.
Develop and oversee performance metrics that measure the impact of Embed initiatives, including supplier support quality, training effectiveness, and process adherence.
Identify and implement process optimizations, using data and insights to refine workflows, reduce inefficiencies, and enhance the overall supplier and customer experience.
Influence key stakeholders across GPS and Wayfair, acting as a thought leader in quality assurance, operational excellence, and change enablement.
Champion Wayfair’s commitment to continuous improvement, ensuring that supplier support teams are equipped with the tools, training, and resources needed to meet evolving business needs.
What You’ll Need:
Bachelor’s or Master’s degree in Business, Operations, or a related field.
5+ years of experience in Operations, Quality Assurance, Process Governance, or Change Management.
Proven leadership experience, including managing global teams and outsourced partners.
Strong data-driven decision-making skills, with the ability to measure impact and drive performance improvements.
Excellent stakeholder engagement and consensus-building skills, with the ability to drive results across functions.
Ability to work collaboratively across functions, synthesizing multiple perspectives into a streamlined strategy.
Experience in scaling operational programs, particularly in a high-growth or fast-paced environment.
Self-motivated with a proactive approach to tackling challenges and driving meaningful outcomes.
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.
Massachusetts Applicants: I understand that 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.
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 at dataprotectionofficer@wayfair.com.