Wayfair is seeking a collaborative, innovative, and adaptable Senior Associate to join our Global Customer Service Change Management team. The Change Manager Associate plays a pivotal role in ensuring the successful implementation of organizational projects and initiatives by focusing on the people side of change. This involves full ownership of the change management framework, ensuring change initiators develop and implement change strategies that minimize disruption and maximize employee adoption. This is an ideal opportunity for candidates who are looking to join a highly collaborative, cross-functional team, driving forward the future of customer service operations.
What You'll Do
- Ensure organization's change management framework is continuously evaluated and refined, ensuring its effectiveness and alignment with evolving business needs
- Establish and nurture strong working relationships with teams across all of Operations, that are initiating change relevant to Customer Service, promoting collaboration and alignment to achieve successful change outcomes
- Facilitate the Global Customer Service Leadership Change Board forum to ensure initiatives are thoroughly reviewed and aligned upon, fostering strategic decision-making and collaboration
- Oversee management of the Global Customer Service Change Calendar, ensuring that changes are scheduled and implemented at the most appropriate times to minimize disruption and maximize effectiveness
- Track and analyze the effectiveness of change management efforts, collecting data and providing actionable insights to project teams and leadership to facilitate informed decision-making
- Work cross-functionally with a variety of teams across Operations
What You’ll Need
- Bachelor’s degree earned by date of hire
- 2+ years of professional experience
- Excellent communication, both written and verbally
- Strong project management capabilities
- Collaborative mindset that thrives as part of a team
- Data and process-oriented, demonstrated ability to continuously learn new tools
- High attention to detail and proven ability to consider multiple priorities simultaneously
- Ability to navigate an environment of continuous improvement working through ambiguity in an evolving organization
- Drive to win and steer collaboration cross-functionally
- Investment in the customer experience
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.
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 Berlin, 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 [email protected].
What We Do
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 carrying 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.
