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- Tasks: Lead and optimise BPO operations, ensuring top-notch customer service and sales excellence.
- Company: Wayfair is a leading online destination for home goods, focused on innovation and customer satisfaction.
- Benefits: Enjoy remote work flexibility, competitive salary, and opportunities for global travel.
- Why this job: Join a dynamic team that values creativity, growth, and making a real impact in customer experiences.
- Qualifications: Experience in managing BPO operations, strong communication skills, and a proactive mindset are essential.
- Other info: This role requires 50% global travel and offers a salary range of £38,300-£49,700.
The predicted salary is between 31300 - 39700 £ per year.
Business Process Manager- Sales & Customer Service
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Business Process Manager- Sales & Customer Service
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Join to apply for the Business Process Manager- Sales & Customer Service role at Wayfair
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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
-
Seniority level
Not Applicable
Employment type
-
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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Business Process Manager- Sales & Customer Service employer: Wayfair
Contact Detail:
Wayfair Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Business Process Manager- Sales & Customer Service
✨Tip Number 1
Familiarise yourself with the latest trends in BPO operations and customer service management. Understanding the current landscape will help you speak confidently about how you can contribute to Wayfair's mission of delivering exceptional experiences.
✨Tip Number 2
Network with professionals in the BPO and customer service sectors. Engaging with industry peers can provide insights into best practices and may even lead to referrals that could boost your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed vendor relationships and driven performance improvements in previous roles. Real-life scenarios will demonstrate your capability and fit for the position.
✨Tip Number 4
Showcase your adaptability and problem-solving skills during any interviews or discussions. Given the dynamic nature of the role, being able to pivot and implement changes quickly is crucial, so be ready to share relevant experiences.
We think you need these skills to ace Business Process Manager- Sales & Customer Service
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing BPO operations 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 service and sales excellence. Mention how your skills align with Wayfair's mission and values, and provide examples of how you've successfully managed teams or projects in the past.
Highlight Communication Skills: Given the importance of communication in this role, emphasise your written and verbal communication skills. Provide examples of how you've effectively communicated with stakeholders and built strong relationships in previous roles.
Showcase Analytical Abilities: Demonstrate your analytical and problem-solving skills by including specific instances where you've used data to drive decisions or improve processes. This will show your capability to deliver measurable business improvements.
How to prepare for a job interview at Wayfair
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Business Process Manager in Sales & Customer Service. Familiarise yourself with the key performance indicators (KPIs) and operational improvements expected in this role, as well as the importance of vendor relationships.
✨Showcase Your Experience
Prepare to discuss your previous experience managing BPO operations. Highlight any global or multi-regional exposure you've had, and be ready to provide examples of how you've optimised vendor relationships and driven performance improvements.
✨Demonstrate Communication Skills
Since excellent written and verbal communication is crucial for this role, practice articulating your thoughts clearly. Be prepared to discuss how you've built strong relationships with stakeholders and provided constructive feedback in past roles.
✨Be Ready for Problem-Solving Scenarios
Expect to face questions that assess your analytical and problem-solving skills. Prepare examples of challenges you've encountered in previous positions and how you approached them, focusing on your attention to detail and process-oriented mindset.
