Process Improvement Manager

The above base pay range may vary depending on location, job-related knowledge, skills and experience. The range listed is just one component of Wayfair’s total compensation package for employees. Depending on the position offered, equity, bonuses, commissions and other forms of compensation may be provided as part of the compensation package, in addition to a comprehensive suite of medical, financial and additional benefits.

Wayfair’s Outlet Stores organization is a fast-growing, highly entrepreneurial part of the Imperfect Inventory Monetization team. We operate brick-and-mortar outlets that turn returned and overstock inventory into a best-in-class in-store experience for our customers while driving profitable recovery for Wayfair.

Overview:

Within Outlet, this role sits at the intersection of retail store operations, enablement, supply chain operations, finance and tech. We partner closely with 20+ cross functional teams to define the strategy, build scalable processes, and execute pilots that unlock revenue, margin, and efficiency across the fleet. We are looking for a Wayfair Outlet Process Improvement Manager to design, pilot, and scale the next generation of our in-store operating model across front-of-house (FOH) and back-of-house (BOH). This role is a field-heavy individual contributor, traveling 80-90% of the time to Outlet locations to create workflows, test new processes, and partner with store leadership.

What You’ll Do

Diagnose and redesign store processes: 

• Own the end-to-end process improvement roadmap for Outlet store operations, with a focus on FOH/BOH workflows, labor utilization, and standard work.

• Conduct structured Gemba-style observations in stores to map current-state processes (receiving, sorting, pricing, merchandising, customer service, BORIS, cash wrap, closing routines, etc.) and identify waste, failure points, and variability.

• Translate observations into clear process maps, SOP drafts, and checklists that can be understood and executed by store teams.

• Partner with Store Operations and Enablement & Analytics to ensure redesigned processes align with our labor model, revenue goals, and customer experience standards.

Pilot, iterate, and scale improvements: 

• Design and run structured pilots in a subset of stores

• Define success metrics for each pilot (e.g., SPLH, labor as % of revenue, conversion, queue times, standardization/compliance scores, BORIS handling time) and build simple, repeatable reporting to track impact.

• Pressure-test new processes with store teams, gather qualitative feedback, and iterate quickly to remove friction before scaling fleet-wide.

• Build rollout playbooks (SOPs, “day in the life” guides, training content, store checklists) that enable consistent execution across all outlets.

Build and sustain standard work: 

• Partner with Store Operations leaders to define standard work for critical FOH/BOH activities (opening/closing routines, floor leadership cadence, recovery, markdowns, truck unload, staging, backstock management, etc.).

• Create and maintain visual tools (layouts, zoning diagrams, standard work boards, audit templates) that make it easy for stores to understand and follow new processes.

• Help design and embed sustainment mechanisms (audits, observation sheets, coaching guides, simple scorecards) so improvements stick and do not regress over time.

• Implement change management practices 

Connect process to labor, revenue, and experience: 

• Partner with Enablement & Analytics to quantify the impact of process changes on SPLH, labor mix, rev/sqft, conversion, NPS/Google ratings, and shrink.

• Use data and time studies to recommend labor model adjustments (e.g., hours by task, zone coverage, peak vs. off-peak staffing) that support both productivity and customer experience.

• Build simple tools (e.g., templates, trackers) that enable stores and field leaders to connect process adherence to performance outcomes and quickly spot where intervention is needed.

• Serve as a thought partner to the Outlet leadership team on which operational levers (process vs. labor vs. layout vs. assortment) are most impactful in a given store context.

Lead cross-functional execution: 

• Operate as a cross-functional hub across Outlet Stores, Enablement & Analytics, Liquidations, Transportation, and central Functions (Tech/Product, Finance, CSO) to ensure process changes are feasible and aligned.

• Represent the voice of the store in cross-functional initiatives that impact Outlet workflows (e.g., new tools, reporting changes, pricing/promo changes, BORIS or liquidations process updates).

• Proactively identify dependencies and risks (e.g., data gaps, tech limitations, training needs) and work with partners to de-risk rollouts.

• Regularly synthesize findings and recommendations into clear, concise updates for senior leaders.

What You’ll Need

• 3–5+ years of experience in operations, process improvement, retail store operations, consulting, or an operations-heavy strategy/analytics role.

• Demonstrated experience designing and implementing process changes in a real-world environment (retail, warehouse, store operations, field ops, or similar).

• Strong analytical skills with the ability to structure ambiguous problems, run basic time studies, work in Excel/Sheets, and partner with analytics teams to size impact and track results.

• Comfort spending significant time in the field (travel to Outlet stores) observing workflows, running pilots, and working side-by-side with store teams.

• Excellent communication and change management skills – able to translate complex concepts into clear, actionable SOPs and training for frontline associates and leaders.

• A strong bias for action and ownership: you are comfortable starting from a blank slate, testing scrappy solutions, and iterating quickly based on data and feedback.

• Ability to work cross-functionally with partners in Store Operations, Analytics, Product/Tech, Transportation, and Finance, balancing the needs of customers, associates, and the P&L.

• Familiarity with Lean, continuous improvement, or similar methodologies is a plus (e.g., process mapping, root cause analysis, standard work, visual management), but formal certification is not required.

Location & Travel

Though based out of Boston, MA; this is a field-heavy role that will require regular travel (80-90%) to Outlet store locations (frequency to be aligned with business needs), including multi-day site visits to observe processes, run pilots, and support rollouts.

Benefits to building a home for your career with Wayfair:

• Competitive Pay: Earn competitive compensation with regular opportunities for performance-based increases.

• Career Growth: Access professional development and advancement opportunities to help you grow with us.

• Health Benefits from Day One: Medical, dental, and vision insurance coverage starts on your first day.

• Time to Recharge: Start accruing paid time off immediately—because work-life balance matters.

• 401(k) with Company Match: We’ll match up to 4% to help you plan for your future.

• Tuition Reimbursement: Eligible after 6 months of employment—learn, grow, and get support along the way.

• Wayfair Employee Discount: Generous employee discount of up to 30%+, although discounts will vary by product type.

• Parental Leave Options: Choose from paid and unpaid leave plans to support your growing family.
• And So Much More: We’ve got more good stuff where that came from!