Location: Galway (Office Based)
Hours of Work: 38.75hrs per week, Monday to Friday
Benefits: Vhi Health & Dental Insurance, Wellbeing Scheme, LearnLux Financial Care, Employee Discounts, Pension, Tuition Reimbursement, Bright Horizons (Child Back-up care), ClassPass access, Sport/Gym Membership Contribution, Commuter Benefits, Holiday including tenure entitlement + Bank Holidays, and more.
Lead Global Teams!
Drive Operational Excellence!
Shape the Future of Inbound/Outbound Management!
As the Operations Support Manager, you will play a crucial role in establishing a center of excellence for inbound/outbound management, connecting the dots between workflow opportunities, and safeguarding our partner and customer experiences for perfect operations at scale.
We create a bridge, providing balance across all our Global Partner Support teams, by you leading a global based team of cross skilled agents & managers, who are flexible, agile and always ready for queue deployment. With visibility across all GPS journeys, this role provides a platform to effectively identify cross team trends, opportunities and learnings to continuously share and support driving continuous improvements.
If you thrive leading teams within fast paced environments, with a skill for maintaining high team motivation and productivity, whilst enjoying collaborating cross-functionally to drive efficiencies and experiences; this role may be the next adventure you have been waiting for.
Primary Responsibilities:
* Manage a mix of associates and senior associates across our NA and EU footprint (5-10+ direct/indirect reports)
* Proactively identify inefficiencies in internal processes and improvements to enhance operational efficiency, effectiveness, and supplier experience
* Demonstrate comfort and confidence in influencing and being accountable for Objectives & Key Results (OKRs) and STO commitments.
* Possess the ability to make swift and effective decisions in a high-pressure, fast-paced environment, utilizing analytical capabilities to convert data into actionable insights that support decision-making and process improvements.
* Develop and nurture strong relationships with cross-functional stakeholders to ensure cohesive operations and timely resolution of any logistics concerns.
* Collaborate with the reporting manager to craft narratives for cross-functional organizations, including Wayfair's tech teams, to encourage positive outcomes for Global Partner Support.
Requirements:
* Demonstrate proven success effectively managing teams (circa 5-10+) within an operational/supplier/client support environment. Ideally, but not essentially, across multiple locations &/or geographies.
* Knowledge and understanding of people capacity planning and management, enabling team allocation to be prioritized to maximise productivity whilst balancing business demands with customer satisfaction.
* Display a people focused approach to nurturing, coaching and developing individuals, cultivating a positive environment for delivering consistent high team performance.
* Exceptional analytical abilities, with a track record of converting data into actionable insights combined with a keen interest in establishing oneself as a Subject Matter Expert in this arena promptly.
* A passion for solving problems, with a naturally inquisitive and creative mindset paired with an innovative approach to troubleshoot, resolve and improve.
* Effective communication skills, someone who can clearly and concisely summarize, and positively influence senior level stakeholders.
* High attention to detail and proven ability to manage and repeatedly deliver multiple competing priorities within tight deadlines.
* An exceptional collaboration outlook, with a ‘we win together’ mindset across all functions to drive operational improvement and transformational project initiatives for cross functional partners; ensuring all needs and perspectives are explored to drive a cohesive vision and execution.
* Proficient IT navigation and application skills (Google Suite and/or Microsoft Office).
Interested? Press apply and get chatting to your Wayfair Recruiter today!
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