Operations Integration & Compliance Senior Associate  

Who we are

Wayfair continues to build industry-shaping infrastructure and capabilities in Global Returns & Incidents  to improve our monetization and drive reduced incident exposure. As part of this journey, we are seeking bright, curious, and high-energy individual contributors to execute high-value initiatives to improve our quality and drive monetization and recovery across the Network. 

Global Returns & Incidents Team is a key component of the overall supply chain and keeping our promise to the customer. As a result we interact with multiple stakeholders across Wayfair who rely upon us to deliver a world-class operation. Ultimately we are all working to serve the Customer, but teams will have different priorities depending upon their individual objectives. This role is critical to managing these differing objectives, the flow of information between stakeholders, and ensuring all parties have sufficient clarity to move at speed and scale.

Your Role: 

This role sits in the Global Returns & Incidents Team within Wayfair. The ideal candidate is curious, driven, impact-oriented, and able to communicate across all levels of the organization. They will be able to network well, understanding process functions, quality compliance, project management, and deliver actionable insights and recommendations to operations teams. This role offers the opportunity to combine a corporate presence whilst identifying key processes and continuous improvement results within the Global Returns & Incident Team core functions to improve recovery, reduce incidents, and provide an outstanding customer experience.  

What you’ll do

• Perform site excellence audits
• Define, develop, and implement global project plans to drive continuous improvement. 
• Launch and scale new processes across multiple teams within the organization.
• Collaborate with stakeholders in order to identify areas of improvement, develop key actions, and scale across global teams. 
• Liaise with many cross-functional organizations (such as Operations, Industrial Engineering, Training & Development, Quality, Incident Prevention, and Inventory Control).
• Serves as the primary point of contact as a subject matter expert for quality control, Returns, Inbound Receiving, Value-Added-Services, & Packaging. 
• Ensure sites are compliant with all aspects of quality and returns processing. 
• Responsible for the development and maintenance of all process materials, which include training materials for the Network (Quality, Returns, and Value-Added-Services). 
• Creation of all documentation (SOP’s) for core global returns and incident team processes (Jobs-Aides, Job Instructions, SOP’s, Project Plans)
• Creation of detailed analysis and reporting for Senior Leaders organic to the Global Returns and Incident Team. 
• Collaborate with teams across the organization, especially front-line teams, to gain a deep hands-on understanding of existing processes and key opportunities for improvements with data driven results. 
• Developing effective stakeholder engagement and communication plans to drive compliance, process improvements, and continuous improvement globally. 
• Develop and define new/existing key performance indicators to drive recovery and process compliance. 
• Communicate effectively both written and verbal with senior management to drive key results. 
• Define objectives and key results for multiple projects, develop status reports, and provide qualitative and quantitative results analysis. 

What you’ll need

• 2+ years of relevant experience in a Supply Chain, Warehousing or Retail Environment
• A degree in business studies or a related field; additional qualifications are a plus. 
• Strong organization, project management skills, and ability to multitask and plan resources 
• Fluency in English with articulate and persuasive communication skills, both verbal and written. German language is a plus
• Relentless problem-solving approach with direct knowledge of job-aides and job instructions to define, evaluate, and improve end-to-end processes. 
• Technical skills: GooglesSuite, Airtable, Jira, Looker, or relevant project management and analytical tool experience
• Structural thinker, with the ability to bring clarity to complex scenarios
• Effective collaborator who is able to bring multiple stakeholders together and gain alignment on short-term and long-term operational and strategic decisions
• Proficiency with process design, definition, and enablement techniques and execution. 
• An ability to hit the ground running-a confident, entrepreneurial self-starter
• Experience managing multiple projects simultaneously with proven results
• Ability to travel up-to 50% North America & Overseas