Global Shared Services Employee Resource Manager

Wayfair's Employee Resource Center (ERC) serves as a vital hub, dedicated to supporting employees, enhancing productivity, and fostering an environment of inclusion, collaboration, innovation, and professional growth. The ERC is currently seeking an experienced Employee Resource Manager to lead and develop assigned teams while ensuring the efficient delivery of services aligned with Service Level Agreements (SLAs).

In this role, you will oversee task distribution, prioritize initiatives, and collaborate with Talent leadership to continuously improve the quality, compliance, and efficiency of ERC processes. Success in this position requires a deep understanding of employee lifecycle processes—such as hiring, terminations, benefits, and leaves of absence—as well as expertise in federal, state, and local employment laws. This knowledge will empower you to effectively support your team and handle escalations with confidence.

The ideal candidate will demonstrate strong critical thinking, analytical skills, and the ability to influence and collaborate with senior leaders to drive organizational success.

What You'll Do

• Support, develop and lead a team of ERC Associates and Senior Associates who are responsible for handling talent-related inquiries of moderate complexity. 
• Deliver on OKRs/ KPIs and ensure adherence to Service Level Agreements.
• Monitor and analyze volume to identify and communicate trends and assist in capacity planning.
• Coach, mentor, and assist in developing the team, including monitoring, reporting, and driving individual and team performance.
• Establish and maintain relationships with Talent Partners and stakeholders to seek feedback and identify opportunities.
• Ensure third party vendors perform according to Service Level Agreements (e.g. Equifax, MetLife).
• Ensure compliance with Company  policies and procedures as well as state, federal and local laws.
• Drive the ERC shared service vision through continued focus on efficiency and standardization with an emphasis on repeatable, scalable processes.

What You'll Need

• 3-5 years in a Managerial role with 3+ years of Human Resources Management experience (HRBP, HR Shared Services).
• Bachelor’s degree in Human Resources Management, or related field, or equivalent experience.
• Strong critical thinking skills with the ability to anticipate second order impacts and offer proactive solutions in advance even when beyond their immediate area of responsibility if necessary.
• Able to deliver both direct results and results through their teams (e.g., developing their direct reports).
• Able to partner with and/or deliver outcomes to stakeholders on trends, issues, process improvement as well as escalation resolution and cross collaboration on projects.  
• Strong project management skills (PMP a plus) and demonstrated success in executing complete end to end projects.
• Experienced in manipulating, analyzing and reporting data while knowing when/how to tailor to specific audiences.

Massachusetts Applicants: I understand that it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.