Senior Manager, Head of NSO Program Office

Senior Manager, Head of NSO Program Office

Senior Manager, Head of New Store Opening (NSO) Program Office

Job Summary:

We are Wayfair; we deliver a best‑in‑class customer experience in the furniture and home space because of people like you, who are driven, determined, collaborative, and thrive in a fast‑paced environment. To maintain our high delivery standards and meet our customers’ needs, the Wayfair Leadership team plays a key role in improving Physical Retail’s customer satisfaction and driving repeat business. We are building a best‑in‑class logistics process that ensures we are in‑stock, fulfill in‑store orders, and reduce product damage and shrink by leveraging our physical retail inventory management process.

We are looking for talented, hard‑working individuals to join our growing team – your professional home awaits you at Wayfair!

Essential Functions Program Leadership

• End to end leadership: responsible for ensuring that all stores are opened on time and on budget, acting as the end‑to‑end leader of all activities, milestones and timelines from LOI signing to Grand Opening, coordinating across functional home office teams and an NSO‑dedicated field team.
• Cross‑functional coordination: proactively manage and hold accountable merchandising, real estate, builds, finance, creative, recruiting, tech, IT, facilities, asset protection, visual presentations, operations and more; create detailed NSO plans, maintain a regular check‑in cadence, monitor progress, identify risks and elevate when timelines or deliverables deviate.
• Management of NSO team: lead a team of cross‑functional support resources organized by brand and function.

Communication and Reporting

• Leadership communication: lead all company‑wide and leadership updates and reporting on progress, highlighting wins, flagging risks, and proactively pulling leadership to resolve challenges or unblock processes, including a monthly leadership update on progress across NSOs.
• Cross‑functional NSO team communication: ensure clarity of roles and responsibilities across all functions, delineating the scope of the NSO Program Office vs individual functional teams.

Decision‑Making and Risk Management

• Empowered escalation and accountability driving: drive responsibility and accountability across functional teams and stakeholders through influence, structured and rigorous processes and clear communication.
• In‑the‑moment decision making: make agile, on‑site decisions that adapt to daily conditions and unforeseen circumstances to maintain momentum and overcome obstacles.
• Risk identification and mitigation: proactively identify potential risks and schedule adjustments, flag them promptly and facilitate early intervention and risk mitigation strategies.
• Identification of ownership for new elements: identify appropriate owners for emerging or unidentified elements in a dynamic NSO environment, ensuring all aspects of the NSO are addressed.

Documentation and Process Improvement

• Process ownership: own and evolve core processes underpinning new store opening activities, incorporating lessons learned, best practices and improvements in post‑mortems.

Work Experience

• 4–6 years of retail, visual merchandising, supply chain, operations or logistics experience.
• Demonstrated team leadership and experience managing and influencing cross‑functional teams in a large corporate environment.
• 4–6 years of creating strong processes, logistics or an operational background with an ability to understand workflow and throughput.
• Experience in a high‑growth retail expansion environment.

Knowledge, Skills, and Abilities

• Exceptional analytical, problem‑solving and decision‑making skills.
• Proven ability to motivate, influence and inspire yourself and others.
• Track record of thriving in a fast‑paced and changing environment.
• Strong leadership skills with the ability to train, coach and mentor associates with professional maturity.
• Technical acumen to learn necessary software; proficiency in Google Suites and/or Microsoft Office applications preferred.
• Ability to work a flexible schedule, including nights, weekends and holidays.

Assistance for Individuals with Disabilities

Wayfair is fully committed to providing equal opportunities for all individuals, including those with disabilities. We will make reasonable accommodations for qualified individuals with disabilities unless an undue hardship would be imposed. If you require a reasonable accommodation to participate in the application or interview process, please complete our Accommodations for Applicants form.

Equal Employment Opportunity Statement

Wayfair is 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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