Senior Associate, Post Delivery Program Performance

Hybrid Schedule: On-site in Boston, MA (Monday-Thursday) At this time, Wayfair will not sponsor applicants for employment authorization for this position for the following work visas: STEM OPT EAD, H-1B, H-1B1, E-3, O-1, J-1, or TN We are seeking a self-motivated, data-driven individual passionate about building partnerships and engaging with suppliers who join the Global Partner Support - Supplier Transfer Program Success team. This team is dedicated to delivering best in class supplier support and elevating the partner experience, ensuring exceptional customer outcomes.

Our Supplier Performance team leverages centralized analytics to drive targeted improvements. This Senior Associate role will be the primary relationship owner for supplier performance, focusing on engagement, coaching, and strategic action.The work you will drive will support enhancements to customer and supplier experiences while delivering cost savings for the program. You will need to showcase problem-solving abilities and the capacity to handle sensitive topics with financial impact to the business. We are looking for a driven, determined, and collaborative colleague to join our team.

What You’ll Do

• Full-Cycle Supplier Performance - Own the holistic performance management cycle for a portfolio of suppliers, leveraging data insights from our analytics to drive key performance indicator (KPI) improvements, which include operational speed and customer experience, while addressing supplier cost saving expectations
• Proactively lead regular performance calls with suppliers, presenting data, diagnosing root causes, and developing joint action plans for improvement
• Own performance reviews with NARTA/EURTA Supplier Relationship Manager (SRM) stakeholders, communicating supplier trends, program initiatives, and escalations
• Collaborate regularly with GPS partner teams(STOps, Create, Embed, RPOPs, RP Performance, and Post Delivery Tier II); partner to investigate supplier issues, support supplier performance, and identify gaps and improvements for the program
• Review weekly SSAT/CSAT and operational trend reports. Translate this data and actionable insight into next-step recommendations and execute on them
• Build rapport with Category Management (CM), external partners, and internal stakeholders to ensure customer and supplier experience satisfaction; own and drive KPIs for CSAT and NPS
• Act as the primary supplier-facing contact and expert for complex performance and supplier behavior escalations, collaborating with internal teams to drive resolution
• Represent the Supplier Transfer Program within the wider organization and at external events like tradeshows
• Act as a critical liaison between suppliers and internal teams to gather program feedback and leverage it to propose and develop solutions (tools, processes, and technology) that drive initiatives for improvements and future program success

What You’ll Need

• At least 6 months experience in a directly supplier-facing, operational, or account management role
• 3-5 years of experience in e-commerce, corporate retail, consulting, tech, sales operations, or a related field
• Proven ability to build relationships and influence external partners and internal stakeholders
• Proficiency in G-Suite (especially Google Sheets (e.g., pivot tables, data manipulation, VLOOKUPs) and Slides) is required to synthesize data and build presentations.
• Strong analytical and data literacy skills, with a proven ability to interpret data, identify trends, and create a compelling narrative for action.
• Articulate and professional communication skills, both written and verbal, with a high degree of confidence in leading calls and presenting to stakeholders.
• Exceptional organizational skills and a strong attention to detail, with the ability to manage and prioritize multiple supplier engagements and deadlines at once.
• A process-oriented mindset with a focus on execution, efficiency, and continuous improvement.
• Innovative problem-solving skills and the ability to work with a high level of autonomy.

Assistance For Individuals With Disabilities 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.

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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.

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