Furniture Repair Operations & Quality Lead

Furniture Repair Program Architect

Wayfair is building a best-in-class, national furniture repair capability embedded across our Global Supply Chain—something that has never existed here before. As the Furniture Repair Program Architect, you are the architect of this program, responsible for defining excellence for every technician across our national footprint. This is a high-impact, "net-new" L3 leadership role designed for a master craftsperson who has successfully transitioned into a business operator and quality authority. You won't just be fixing furniture; you will be building the scalable systems, audit functions, and talent certification ladders that allow our "Furniture Medic" program to thrive. Reporting to the Associate Director of WDN Launch & Audit, you will own the quality bar for a distributed network of 40+ sites, ensuring Wayfair remains the ultimate destination for "all things home".

What You'll Do

• Define Global Standards: Build and maintain comprehensive repair playbooks across all categories (wood, upholstery, stone, etc.) and establish the "gold standard" for photo documentation and inspection protocols.
• Architect the Audit Function: Design and execute a rigorous, scalable audit program from the ground up, managing two L2 Medic Auditors to identify systemic quality gaps and drive network-wide corrective actions.
• Own Program Analytics: Develop and track key performance indicators (KPIs) including repair rates, cycle times, and P&L metrics like repair cost avoidance versus reverse logistics expenses.
• Build the Talent Engine: Design a three-tier formal certification ladder (Foundation, Proficient, Master) to develop internal talent and create a clear career path for technicians.
• Foster Community & Innovation: Lead a national "Furniture Medic" community to facilitate cross-specialty knowledge exchange and spearhead the "Medic On the Go" in-home service initiative.
• Lead Strategic Escalations: Serve as the primary authority for high-risk repairs and complex "repair vs. replace" decision frameworks, partnering closely with CX and Commercial teams.

What You'll Need

• The "Leap" to Leadership: 10+ years of combined experience in furniture restoration and operational leadership; we are looking for a master of the craft who has moved into program ownership or quality management.
• Management Experience: Proven track record of prior management experience, including the ability to lead direct reports, manage performance, and develop a team of technical specialists.
• Multi-Disciplinary Expertise: Deep technical fluency across wood, upholstery, stone, finish, and motion/mechanism repairs.
• Analytical Rigor: Proven ability to build KPI frameworks, performance dashboards, and data-driven reporting from scratch.
• Operational Mindset: Experience working within or alongside a distributed field operations network (e.g., delivery, in-home service, or installation).
• Collaborative Influence: Exceptional coaching skills and the ability to influence Terminal Managers and Technicians across a distributed network without direct authority.
• Flexibility & Travel: A self-directed approach to operating in ambiguity and a willingness to travel 75% of the time for field audits and "Medic On the Go" ride-alongs.

Work Arrangement & Benefits

• Work Arrangement: This is a leadership role within our Global Supply Chain (USA) requiring travel for site audits and program expansion.
• Growth Path: As the first true furniture repair expert in a leadership capacity at Wayfair, you will have a "blank canvas" to shape the future of this department.
• Benefits:
• Medical, Dental, and Vision coverage starting Day 1.
• 401(k) with company match up to 4%.
• Paid Time Off and Paid Parental Leave.
• Tuition Reimbursement.