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- Tasks: Lead BPO operations, manage vendor relationships, and drive customer satisfaction.
- Company: Wayfair is a leading online home goods retailer focused on exceptional customer experiences.
- Benefits: Enjoy remote work flexibility, competitive salary, and opportunities for global travel.
- Why this job: Join a dynamic team dedicated to innovation and customer success in a fast-paced environment.
- Qualifications: Experience in BPO management, strong communication skills, and a proactive mindset required.
- Other info: This role involves 50% global travel and offers a chance to shape the future of customer service.
The predicted salary is between 38300 - 49700 £ per year.
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Join to apply for the BPO Manager- Outsourced Services role at Wayfair
Elevate BPO Excellence. Forge Global Partnerships. Champion Customer Success.
Contract: Full Time/ Remote
Location: UK based
Travel: Minimum 50% Global Travel
Elevate BPO Excellence. Forge Global Partnerships. Champion Customer Success.
At Wayfair, we don’t just sell home goods—we deliver exceptional experiences. Our award-winning Customer Service & Sales Teams are the heart of that mission, blending cutting-edge technology with genuine human empathy to build trust and loyalty with every interaction. From the moment an order is placed to the delivery at a customer’s door, we’re dedicated to making shopping for the home seamless, personal, and enjoyable- via phone, email, chat or social media.
We\’re looking for dynamic Managers to join our fast-paced, remote environment and help shape the future of customer satisfaction and sales excellence. As a BPO Manager, you’ll drive positive and impactful partnerships with our Vendors globally, treating every day as an opportunity to to champion our customers, exceed performance targets, and strengthen business growth.
What You’ll Do
- Manage and execute against a site strategy for your key account / Service Partner effectively delivering KPI / operational improvements through effective governance.
- Be the primary point of contact for your Service Partner region/site, building and maintaining strong relationships that drive high stakeholders satisfaction.
- Provide regular updates and visibility to both wayfair and service partner stakeholders leading WBRs for your site, and providing weekly narrative through weekly email updates.
- Managing on change adoption, assuring that process changes and adherence is effectively tracked and adopted across your service partner site(s)
- Effective and timely escalation of issues that arise which are blocking progress to site strategy or contracted standards.
- Maintain an onsite in person presence by attending on site once a month including all QBRs (this includes global travel to Europe & Asia (this role requires a minimum of 50% travel time)
What You\’ll Need
- Proven experience in successfully managing a BPO operation, either on the client side or through a third-party provider. Global or multi-regional exposure is highly advantageous.
- Demonstrable knowledge of how to effectively manage and optimize outsourced vendor relationships and drive performance improvements.
- Excellent written and verbal communication, assertiveness, and strong relationship building skills.
- Proficient understanding of how, and when, to leverage supporting tools & systems to achieve measurable business improvements
- Capability to lead through influence and governance rather than direct management.
- To be a proactive self starter; decisive, and able to quickly pivot and implement improvement opportunities with agility.
- Excellent analytical and problem-solving skills, with a strong attention to detail and process focused mindset.
- Ability to deliver timely and constructive feedback to both internal and external stakeholders
- Intermediate User knowledge of IT systems and Applications (Google Suite/ Microsoft Office).
- Flexibility to work effectively across time zones and cultures.
Salary Range
The salary range for this position is £38,300- £49,700 per annum. If you live in London the salary range will be £45,500- £49,700 per annum. The base salary offered may vary depending on location, job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Interested! Click Apply to get speaking to one of your Wayfair Recruiters.
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.
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Management and Manufacturing
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Industries
Retail
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BPO Manager- Outsourced Services employer: Wayfair
Contact Detail:
Wayfair Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land BPO Manager- Outsourced Services
✨Tip Number 1
Familiarise yourself with Wayfair's core values and mission. Understanding their commitment to customer satisfaction and innovative technology will help you align your responses during interviews, showcasing how your experience can contribute to their goals.
✨Tip Number 2
Network with current or former employees of Wayfair, especially those in BPO roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when discussing your experience.
✨Tip Number 3
Prepare specific examples of how you've successfully managed vendor relationships and driven performance improvements in previous roles. Being able to articulate these experiences clearly will demonstrate your capability to excel as a BPO Manager.
✨Tip Number 4
Stay updated on industry trends related to BPO and customer service. Showing that you are knowledgeable about the latest developments can set you apart from other candidates and highlight your proactive approach to the role.
We think you need these skills to ace BPO Manager- Outsourced Services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in BPO management and vendor relationships. Use specific examples that demonstrate your ability to drive performance improvements and manage global partnerships.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your skills align with Wayfair's mission. Mention your experience with KPI management and your proactive approach to problem-solving.
Showcase Communication Skills: Since excellent communication is key for this role, ensure your application reflects your written communication skills. Use clear and concise language, and consider including examples of how you've effectively communicated with stakeholders in the past.
Highlight Analytical Abilities: Demonstrate your analytical and problem-solving skills in your application. Provide examples of how you've used data to make informed decisions or improve processes in previous roles.
How to prepare for a job interview at Wayfair
✨Understand the BPO Landscape
Familiarise yourself with the current trends and challenges in the BPO industry. Be prepared to discuss how you can leverage your experience to drive operational improvements and enhance vendor relationships.
✨Showcase Your Communication Skills
As a BPO Manager, strong communication is key. Practice articulating your thoughts clearly and confidently, especially when discussing past experiences where you successfully managed stakeholder relationships.
✨Demonstrate Analytical Thinking
Prepare examples that highlight your analytical and problem-solving skills. Discuss specific instances where you identified issues and implemented effective solutions to improve performance metrics.
✨Highlight Your Adaptability
Given the global nature of the role, emphasise your ability to work across different cultures and time zones. Share experiences that showcase your flexibility and how you've successfully navigated change in previous roles.
