Job Description

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About the Team: The Employee Resource Center (ERC) is Wayfair's global HR shared service center. The team is central to our Talent team’s transformation from a decentralized model to a tiered service delivery model. This evolution aims to deliver significant improvements in service quality, customer satisfaction, compliance, and efficiency across Wayfair. The ERC focuses on streamlining processes, enhancing service quality through centralization and automation, managing an offshore program, and leveraging technology like GenAI to drive excellent operations and employee experience.

About the Role: We are seeking a strategic and experienced leader to be the Head of the Employee Resource Center (ERC). This is a critical global role based in Boston, responsible for leading the ERC team and driving the ongoing transformation of Wayfair's HR service delivery. You will oversee a global team and be responsible for setting the strategic direction, managing operations, and ensuring the successful implementation of key initiatives like knowledge management and the application of generative and agentic AI to talent processes. You will play a pivotal role in shaping the employee experience and driving operational excellence within the Talent organization.

What You'll Do:

1. Strategic Leadership: Lead the transformation to a tiered service delivery model, setting the vision and strategy to enhance quality, compliance, and efficiency.
2. Talent Leadership Partnership: Develop strong, collaborative working relationships with the Talent leadership team including the CPO to understand needs, align on priorities, and jointly drive a strategic agenda for HR service delivery transformation and operations.
3. Operational Management: Oversee the operations of the global ERC team, ensuring consistent service delivery and achievement of key performance indicators (KPIs) related to service levels (SLAs), time-to-resolution (TTR), and customer satisfaction (NPS).
4. Process Improvement & Centralization: Drive the continuous improvement, standardization, and centralization of Talent processes into the ERC, identifying opportunities for automation and efficiency gains. Oversee the absorption of additional Talent workstreams.
5. Tech Innovation: Thinking AI-first, lead the strategy and implementation of new technologies, including generative and agentic AI. Evaluate market options, lead RFPs, decide whether to build vs. buy, and implement AI-driven solutions, ensuring accuracy, customer experience, compliance, and security. Work with Tech to optimize Workday configuration and knowledge management systems.
6. Team Leadership & Development: Manage and develop a global team of Talent Ops professionals, fostering a culture of continuous improvement and customer focus.
7. Vendor & Offshore Management: Oversee relationships with external vendors, including offshore service providers, ensuring performance standards are met and scaling the program effectively.
8. Stakeholder Collaboration: Partner with leaders across Talent, Tech, Finance, and other departments to align priorities, manage dependencies, and execute ERC initiatives.
9. Reporting & Analytics: Oversee development and automation of operational and customer experience reports and capacity modeling to track performance, identify trends, and inform strategic decisions.
10. Risk Management: Identify and mitigate risks related to ERC operations and technology implementations.

What You'll Need:

• Bachelor's degree in Business Administration, Human Resources, or related field. Master's preferred.
• 15+ years of experience in HR operations, shared services, or similar environments.
• Proven success in leading large-scale transformations and process improvements.
• Strong knowledge of HR service delivery models and technologies, including HRIS (e.g., Workday), case management (e.g., ServiceNow), and AI tools.
• Experience managing vendor relationships, including offshore partners.
• Excellent analytical, project management, and change management skills.
• Exceptional communication and stakeholder management abilities.
• 10+ years leading large global teams (40+ members) and managing managers.

About Wayfair Inc. Wayfair is one of the world’s largest online destinations for home goods. We’re committed to technological innovation and creative problem-solving. We offer rapid growth, continuous learning, and dynamic challenges. We value diversity and are an equal opportunity employer, welcoming all backgrounds and perspectives.

For privacy details, see our Candidate Privacy Notice . Questions or rights under privacy laws can be directed to dataprotectionofficer@wayfair.com.

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