Office Operations Manager

This position is an in-office role that works out of our Headquarters in Boston, MA (this role is not a virtual / remote position)

Wayfair is looking for an Operations Manager to join our workplace Community Experience team. This role will report to the North America (NA) Operations Manager and be responsible for the oversight of our Boston headquarters general maintenance, space planning, and employee experience within our work spaces. This role will also support special projects that relate to events and building updates.

The ideal candidate is committed to relentless customer service, has strong relationship management and business acumen, is excited to represent Wayfair’s culture, enjoys creating operational process improvement and has the organizational skills and attention to detail needed to run multiple initiatives simultaneously. If you thrive in a fast-paced, dynamic work environment, we want to hear from you!

• Represent Community Operations to Wayfair employees and guests.
• Partner with NA Operations Manager on tactical planning for the team’s goals and objectives.
• Manage team resources and workflows through an inbound ticket inflow process or project basis. Hold self and team accountable to high service level standards.
• Partner with Security and Safety to maintain a safe and enjoyable work space for our employees.
• Partner with the Design/Build team to maintain high standards for workplace aesthetics and function.
• Serve as the main cross-functional Point of Contact for Community Operations for the Boston headquarters for large scale initiatives.
• Recognize operational issues when they arise, then partner with team members and stakeholders on opportunities for strategic improvements.
• Report on and forecast for Operational Expenditures for the Boston headquarters.
• Manage 3rd party vendor relationships for preventative maintenance on building systems, cleaning services, and day porters.

• 3+ years of experience in a customer focused role in industries such as facilities, operations, hospitality, or retail operations.
• Experience leading a team of associates.
• Experience with Service Now or similar work order management software including workflow improvement, data analytics, and Service Level Agreement (SLA)/ Key Point Indicators (KPI) reporting.
• Experience managing budgets and driving cost efficiencies.
• Able to coach and manage a team of frontline employees and supervisors while also able to work independently with minimal supervision.
• Able to plan and manage work for self and team under time constraints.
• Able to maintain professionalism at all times, even under stressful situations.
• Willing to get in the weeds with the team and be hands-on when needed.
• Strong verbal and written communication and influencing skills. Able to build and maintain relationships throughout the organization and with external partners.
• Professional, proactive problem solver, able to manage and prioritize multiple on-going projects and pivot nimbly to accommodate changing business needs.
• Active thought partner, can deliver accurate information clearly and concisely with supporting data.

Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, 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 Accomodations for Applicants form.

For more information about applying for a career at Wayfair, visit our FAQ page here.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, 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…