BPO Senior Manager

Senior Manager, BPO Operations – Global Service

Office 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.

Drive global customer experience, lead high-impact BPO partnerships, and influence service excellence for millions of customers and partners worldwide.

As the Senior Manager, BPO Operations – Global Service, you will be a pivotal leader dedicated to ensuring our global partners provide essential, high‑quality assistance to Wayfair's customers. This multifaceted role blends the strategic oversight of a BPO Operations Lead with the customer‑first mindset of a Service Manager.

• 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.

• 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.

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.

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.