Director, North America Home Delivery Operations

Wayfair – Houston, TX

Wayfair is redefining the way customers buy online and one of the key pillars of that strategy is to create a best-in-class logistics network, specializing in a truly differentiated customer experience. Over the last several years we have built a logistics network covering a majority of the US and are continuing to build aggressively in parallel with driving operational excellence and a customer focus throughout our network. Doing this well is one of Wayfair s highest priorities and is quickly becoming a key competitive moat. This is an exciting, fast-paced, and high-visibility initiative and we are looking for leaders who can help disrupt the status quo and redefine an industry.
The Head of North America Delivery Operations must be able to thrive in an extremely fast-paced environment with Wayfair growing at an unprecedented 50% year over year. This is a highly visible and exciting role for the company and one that will offer the right candidate an opportunity to reshape one of our core operational functions.
Responsibilities include:

  • Build and manage all home delivery operations, developing and scaling a NA-wide team through regional leaders and local terminal leads
  • Develop and lead a team of Industrial Engineers, Field trainers, and process/quality professionals to deliver best-in-class safety, customer experience, cost, and visibility
  • Develop and execute a plan across all dimensions (people, process, technology) to enable our supply chain to scale to $20B and beyond
  • Work with multiple stakeholders across various business functions to drive continued innovation in how we serve our customers, what products we handle, and how we support broader business initiatives
  • Own in-home customer experience and improvement initiatives, driving overall company NPS
  • P&L ownership, driving efficiency and productivity to scale into hundreds of millions over the next few years, while preserving the customer experience
  • Aggressive footprint expansion and network / capacity optimization
  • Regular travel required

  • Requirements:
  • Strong project management skills with ability to get things done
  • Process-oriented with strong analytical and communication skills
  • Very comfortable with implementing new technology
  • Solid systems user, with familiarity in transportation, ERP and WMS type systems
  • Ability to think strategically and tactically within a dynamic, fast-paced organization
  • Proven leader with experience driving results through a large organization
  • Evidence of scrappy startup execution and how to get it done attitude no matter what when time is tight and stakes are high.
  • Ability to manage through ambiguity, stress, adversity and conflict to establish focus and deliver against business goals
  • Profiles that may be especially well-suited for this role:
  • Proven experience as an operator who has delivered measurable results through a team
  • Innovative senior executive in supply chain or logistics who is looking for an opportunity to build something from scratch and challenge the status quo every day
  • Proven organizational leader with experience leading large cross functional teams and a history of implementing transforming change and driving step-change results

  • About Us:

    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 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, or genetic information.

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