Senior Manager – Global Partner – Quality Assurance & Change Management

Senior Manager – Global Partner – Quality Assurance & Change Management

Requirements

• Bachelor’s or Master’s degree in Business, Operations, or a related field.
• 5+ years of experience in Operations, Quality Assurance, Process Governance, or Change Management.
• Proven leadership experience, including managing global teams and outsourced partners.
• Strong data-driven decision-making skills, with the ability to measure impact and drive performance improvements.
• Excellent stakeholder engagement and consensus-building skills, with the ability to drive results across functions.
• Ability to work collaboratively across functions, synthesizing multiple perspectives into a streamlined strategy.
• Experience in scaling operational programs, particularly in a high-growth or fast-paced environment.
• Self-motivated with a proactive approach to tackling challenges and driving meaningful outcomes.

Responsibilities

• Define and execute a global strategy for quality assurance, process governance, and change management that enhances Wayfair’s supplier support capabilities and aligns with GPS’s long-term business objectives.
• Lead and develop a global team of Managers, Associates, and external partners across North America, Europe, and outsourced locations, fostering a culture of data-driven decision-making, operational efficiency, and continuous improvement.
• Advance quality assurance capabilities for GPS by implementing AI systems to automate structured audit and feedback frameworks.
• Optimize knowledge management systems, ensuring GPS teams have seamless access to well-documented processes, SOPs, and training materials to drive high performance and improve supplier experience.
• Drive change management efforts, partnering with Product, and Operations teams to ensure the smooth rollout and adoption of new processes, tools, and best practices across supplier support teams.
• Develop and oversee performance metrics that measure the impact of Embed initiatives, including supplier support quality, training effectiveness, and process adherence.
• Identify and implement process optimizations, using data and insights to refine workflows, reduce inefficiencies, and enhance the overall supplier and customer experience.
• Influence key stakeholders across GPS and Wayfair, acting as a thought leader in quality assurance, operational excellence, and change enablement.
• Champion Wayfair’s commitment to continuous improvement, ensuring that supplier support teams are equipped with the tools, training, and resources needed to meet evolving business needs.

Preferred Qualifications

No preferred qualifications provided.