At a Glance
- Tasks: Lead global BPO operations and enhance customer experience for millions.
- Company: Wayfair, a leader in e-commerce with a commitment to service excellence.
- Benefits: Competitive salary, unlimited holiday, private medical care, and gym membership.
- Other info: Dynamic role with international travel and opportunities for professional growth.
- Why this job: Make a real impact on customer satisfaction while leading innovative BPO partnerships.
- Qualifications: Experience in customer service operations and strong analytical skills.
The predicted salary is between 80656 - 88813 £ per year.
Based: London, UK Head Office, EC1V 7LQ (minimum 3 days in office)
Contract Type: Full Time
Travel: 33% Minimum Global Travel
Salary Range: £80,656-£88,813 per annum
Restricted Stock Units: provided as part of the compensation package.
Benefits: Employee Discount; Private Medical & Dental Care; Gym Membership; Tuition Reimbursement; Unlimited Holiday; Private Pension; Cycle to Work scheme, among others.
Job Overview
Drive global customer experience, lead high-impact BPO partnerships, and influence service excellence for millions of customers and partners worldwide. This multifaceted role blends the strategic oversight of a BPO Operations Lead with the customer-first mindset of a Service Manager.
Key Responsibilities
- BPO Performance Management – oversee the daily operations of global BPO partners, acting as the primary liaison between Wayfair and vendor site leadership to ensure alignment on goals and expectations.
- Service Excellence – ensure BPO partners successfully address customer inquiries and resolve issues with the same level of care, adaptability, and broad product knowledge expected of our internal teams.
- KPI & SLA Accountability – monitor and drive key operational metrics across vendor sites, including Customer Satisfaction (CSAT), Average Handle Time (AHT), Quality Assurance (QA), and Service Level Adherence.
- Operational Cadence – lead Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs) with vendor partners to review performance data, identify trends, and implement corrective action plans.
- Continuous Improvement – identify process gaps, training needs, or systemic issues affecting the outsourced customer experience and collaborate with cross-functional Wayfair teams (Training, QA, Product) to deploy solutions.
- Customer Advocacy – act as the ultimate advocate for the customer within the BPO space, ensuring all outsourced operations uphold Wayfair's commitment to excellent service.
- International Service Market Leadership – provide strategic Service leadership to the Wayfair International Executive team; drive improvements in customer experience and cost in support of business goals.
Key Qualifications
- Strong understanding and proven success operating within Customer Service Operations, Vendor Management, or BPO Operations; previous experience managing outsourced partner relationships is advantageous but not essential.
- Customer-Centric Mindset – a deep passion for the customer experience and a track record of implementing strategies that drive customer loyalty and resolve complex issues.
- Analytical Acumen – strong ability to dive into performance data, extract actionable insights, and use metrics to hold teams accountable; proficiency in Excel/Google Sheets and emerging AI tools.
- Adaptability & Problem Solving – proven ability to navigate ambiguity, adapt to a rapidly changing environment, and maintain a broad understanding of diverse product and service offerings.
- Communication Skills – excellent written and verbal communication; ability to influence external partners and collaborate effectively with internal stakeholders across different time zones and cultures.
- Leadership Presence – demonstrated ability to lead without direct authority, driving results through external management teams and inspiring a high-performance culture remotely.
Disability Accommodation
Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accommodations for Applicants form.
Equal Employment Opportunity
We are an equal-opportunity employer and do not discriminate on the basis of race, color, ethnicity, religious belief, gender, gender identity, sexual orientation, age, national origin, disability, veteran status, or any other legally protected characteristic.
BPO Senior Manager employer: Wayfair
Wayfair is an exceptional employer that prioritises employee well-being and professional growth, offering a comprehensive benefits package including private medical care, unlimited holiday, and tuition reimbursement. With a vibrant work culture in the heart of London, employees are encouraged to thrive in a collaborative environment that values customer-centric innovation and continuous improvement. As a Senior Manager in BPO Operations, you will play a crucial role in shaping global customer experiences while enjoying the unique advantages of working in a dynamic, international setting.
StudySmarter Expert Advice🤫
We think this is how you could land BPO Senior Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wayfair. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wayfair before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace BPO Senior Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wayfair:Your cover letter is your chance to shine! Tell us why you want to work at Wayfair specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wayfair!
How to prepare for a job interview at Wayfair
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
