Coaching Program Manager

Remote, Germany

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Wayfair Inc.
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Coaching Program Manager

About the role

At Wayfair we are committed to continuously improving our leadership capabilities. We are looking for a manager to drive our Frontline Coaching Program (upskilling training, internal certification process) aimed to promote effective coaching of our Customer Service Agent to deliver an excellent customer experience. You will own our Coaching Program from inception to deployment (create, curate, maintenance, analytics, reporting) and partner with our North America counterparts to ensure global alignment. 

About You

You’re an experienced coach who’s ready to roll up your sleeves and drive a high impact, scalable coaching strategy. You have solid experience in designing end-to-end learning experiences - starting at assessing the business needs up to evaluating the efficacy of your solutions. You’re able to partner with and influence leaders from across the business to get buy-in and effectively scale the Coaching Program across the organization. 

What You'll Do:

  • Design, build, pilot, launch and maintain an end-to-end Coaching Program that are scalable, drive business impact and is aligned to our strategy
  • Lead the program's implementation in collaboration with functional teams and internal stakeholders 
  • Drive the resolution of issues with cross-functional partners and support problem-solve as needed
  • Develop and maintain the roadmap of the Coaching Program and other initiatives in your ownership 
  • Manage day-to-day logistics and operations for our Coaching Programs
  • Facilitate learning experiences to upskill all seniority levels on coaching
  • Leverage program KPIs and metrics to continuously evaluate impact and optimize the learning experiences

What You'll Have: 

  • Experience coaching frontline employees and leaders (behavioral coaching certification preferred) 
  • Proven track record of strong program/project management and process improvement
  • Experience in cross-functional collaboration and stakeholder management
  • Proactive problem-solver flexible to adapt quickly to changing business needs
  • Ability to leverage data to make decisions quickly and confidently
  • Experience facilitating trainings is a plus
  • Passion for leadership development and coaching
  • Training design and adult learning (e.g., ADDIE Model, Kirkpatrick Model) knowledge is a plus
  • Design-savvy in creating visually appealing learning materials with G Suite is a plus

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 Berlin, 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, or genetic information.

Job region(s): Europe
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