Wayfair Customer Service Career, Wayfair Work From Home Florida @Jobsextraincome ( Manager, Customer Service Journey Strategy )

Hiring Organization: Wayfair

Post Name: Manager, Customer Service Journey Strategy

Qualification: Graduate

Industry:  Private

Employment Type: Full Time

Work Hours: 8 Hours

Salary: $20-$30/Hour

Location: Boston, MA

Full Jobs Description

 At Wayfair, we care about our customers! Our award-winning customer service team combines technology and human empathy to build customer trust and loyalty. From the moment a customer places an order on Wayfair until it is delivered to their home, our team works to make shopping at home easier than ever. The customer service team works proactively in a fast-paced environment to track customer orders and ensure smooth transition of products to the customer. We are passionate about our customers and strive to delight them in every interaction with Wayfair. 

Wayfair Customer Service Career, Wayfair Work From Home Florida @Jobsextraincome ( Manager, Customer Service Journey Strategy )

 You will be responsible for driving  our post-purchase customer experience and transforming performance and health. You will lead a team that collaborates cross-functionally with stakeholders across all Wayfair departments such as Marketing, Sales, Operations and Engineering to create world-class customer journeys for all Wayfair customers - B2B and B2C customers worldwide.

 what are you doing

•  Create analytical reports to generate actionable insights to improve our post-purchase e2e customer journeys
•  Convert KPI movements into recommendations for system iteration, implementation and process automation
•  Act as a cross-functional think tank that understands customer needs and Wayfair and supplier processes and defines, plans and executes change journeys.
•  Develop models to estimate the financial impact of agent actions, customer behavior and business decisions
•  Collaborate with product teams to build and execute an agile development plan to improve  technology tools for our customers and agents.
•  Collaborate with effective teams, including contact center workforce management, training and change management teams
•  Manage multiple priorities in a fast-paced environment with effective communication and thorough follow-through
•  Problem solving situations; requires the use of data collection and analysis
•  Conduct user and market research to define a long-term strategy

 Sample projects

•  Analyze inbound call/email/chat data and conduct user research to identify root causes of customer pain points
•  Identify and quantify  customer concerns about the bulk package delivery process at different schedules and delivery service levels (e.g. home or outbound)
•  Design solutions to alleviate customer anxiety by providing clearer messaging across various customer-centric user interfaces (eg checkout,  package tracking page, order confirmation email) in collaboration with product, design and marketing.
•  Develop opportunities to proactively identify post-purchase issues (eg damage, loss, scheduling exceptions) with supply chain partners and design a proactive service model.
•  Develop new ideas to "delight" the customer and measure their effectiveness as the virtual assistant predicts their intent and delivers customized solutions in their preferred channel.

Wayfair Customer Service Career, Wayfair Work From Home Florida @Jobsextraincome ( Manager, Customer Service Journey Strategy )