This is a hybrid role based in Boston, MA. Monday - Thursday onsite, Friday WFH.
At this time, Wayfair will not sponsor applicants for employment authorization for this position for the following work visas: STEM OPT EAD, H-1B, H-1B1, E-3, O-1, J-1, or TN.
Wayfair is seeking a strategic and execution-oriented leader to own the end-to-end operational strategy for our Fintech and Loyalty portfolio. This highly visible role sits at the intersection of customer experience, financial technology, and commercial growth—ensuring that the foundational systems, financial products, and loyalty programs powering Wayfair’s $12B+ annual transaction volume are seamless, secure, and high-performing.
Reporting into the Global Customer Payments leadership, you will lead the team responsible for daily operations, partner governance, and complex escalations. You will serve as the "connective tissue" between customers, product, engineering, and external financial partners like Capital One, translating operational trends into strategic recommendations that influence the future of Wayfair’s financing and loyalty roadmaps.
What You’ll Do
Own the Fintech & Loyalty Operations strategy, defining the priorities, KPIs, and governance models that ensure stability and scalability across all payment and loyalty workflows.
Manage a high-performing team of Associates and offshore agents, providing clear ownership, coaching, and performance management to drive operational excellence.
Act as the primary strategic partner to B2B Sales leadership, aligning operational capabilities to commercial needs and ensuring the financing program scales to support large, complex customer opportunities.
Own the operational relationship with key financial partners, including Capital One and major payment processors; manage SLA adherence, accurate invoicing, and remediation requests.
Lead the Fintech & Loyalty VOC program, synthesizing data from escalations and customer feedback to drive product prioritization and process improvements.
Serve as the final escalation point for complex technical or partner-related issues, guiding root-cause analysis and long-term remediation to prevent repeat friction.
Collaborate with Product, Engineering, and Finance to ensure operational readiness for new launches, mitigating risks before they impact the customer.
What You’ll Need
6+ years of experience in Operations, Fintech, Payments, or Customer Experience leadership roles.
Proven track record of leading teams and driving complex, cross-functional initiatives within a matrixed global organization.
Experience working directly with external financial partners (e.g., banks, credit providers, or payment processors) to manage performance and compliance.
Ability to connect granular operational performance data to high-level business outcomes and customer satisfaction metrics.
Strong stakeholder management skills with the ability to influence senior leadership and clearly articulate the business impact of operational insights.
Comfort operating in ambiguity and a proven ability to build structure and scalable processes in a fast-paced, evolving environment.
A proactive approach to problem-solving, with a focus on driving long-term stability rather than just short-term fixes.
Assistance For Individuals With Disabilities Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form.
Need Technical Assistance? For more information about applying for a career at wayfair, visit our FAQ page here.
About Wayfair Inc. Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re 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.
Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.
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At this time, Wayfair will not sponsor applicants for employment authorization for this position for the following work visas: STEM OPT EAD, H-1B, H-1B1, E-3, O-1, J-1, or TN.
Wayfair is seeking a strategic and execution-oriented leader to own the end-to-end operational strategy for our Fintech and Loyalty portfolio. This highly visible role sits at the intersection of customer experience, financial technology, and commercial growth—ensuring that the foundational systems, financial products, and loyalty programs powering Wayfair’s $12B+ annual transaction volume are seamless, secure, and high-performing.
Reporting into the Global Customer Payments leadership, you will lead the team responsible for daily operations, partner governance, and complex escalations. You will serve as the "connective tissue" between customers, product, engineering, and external financial partners like Capital One, translating operational trends into strategic recommendations that influence the future of Wayfair’s financing and loyalty roadmaps.
What You’ll Do
Own the Fintech & Loyalty Operations strategy, defining the priorities, KPIs, and governance models that ensure stability and scalability across all payment and loyalty workflows.
Manage a high-performing team of Associates and offshore agents, providing clear ownership, coaching, and performance management to drive operational excellence.
Act as the primary strategic partner to B2B Sales leadership, aligning operational capabilities to commercial needs and ensuring the financing program scales to support large, complex customer opportunities.
Own the operational relationship with key financial partners, including Capital One and major payment processors; manage SLA adherence, accurate invoicing, and remediation requests.
Lead the Fintech & Loyalty VOC program, synthesizing data from escalations and customer feedback to drive product prioritization and process improvements.
Serve as the final escalation point for complex technical or partner-related issues, guiding root-cause analysis and long-term remediation to prevent repeat friction.
Collaborate with Product, Engineering, and Finance to ensure operational readiness for new launches, mitigating risks before they impact the customer.
What You’ll Need
6+ years of experience in Operations, Fintech, Payments, or Customer Experience leadership roles.
Proven track record of leading teams and driving complex, cross-functional initiatives within a matrixed global organization.
Experience working directly with external financial partners (e.g., banks, credit providers, or payment processors) to manage performance and compliance.
Ability to connect granular operational performance data to high-level business outcomes and customer satisfaction metrics.
Strong stakeholder management skills with the ability to influence senior leadership and clearly articulate the business impact of operational insights.
Comfort operating in ambiguity and a proven ability to build structure and scalable processes in a fast-paced, evolving environment.
A proactive approach to problem-solving, with a focus on driving long-term stability rather than just short-term fixes.
Assistance For Individuals With Disabilities Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form.
Need Technical Assistance? For more information about applying for a career at wayfair, visit our FAQ page here.
About Wayfair Inc. Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re 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.
Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.
#J-18808-Ljbffr