Warehouse Team Lead - HDO

Location: Norton, MA | Department: Warehouse Operations (Home Delivery) | Job Type: Full-time | Pay: $22.00 - $25.00

About the Role: Your Impact
The Warehouse Team Lead - HDO is a pivotal frontline leadership role responsible for assisting the supervisor in managing and overseeing all functions within the Home Delivery Operations department. This includes ensuring safe, efficient, and productive workflows across inbound receiving, deluxing (inspection/assembly), picking, and outbound loading for customer deliveries.

As a working lead, you will actively participate in warehouse functions while driving team performance, quality, and culture. This role is essential for protecting the customer experience by ensuring items are handled with care and delivered perfectly.

Why Join Our Team? (Your Perks & Growth)

• Competitive Pay: The listed pay rate/range is just the start with potential for OT, shift differential, and bonuses.
• Comprehensive Benefits: Potential for medical, dental, vision, 401 (k) match, and paid time off based on role type.
• Safety First Culture: We are relentlessly focused on a safe work environment for all employees.
• Growth Opportunities: We value data-driven decisions and promote from within, offering clear paths for career advancement in operations, team leadership, and management.

What You'll Do (Core Responsibilities)
This leadership role involves balancing supervision with active operational participation (50% of the shift):

I. Team Leadership & People Management

• Supervision & Workflow: Oversee the team (typically 6-15 associates), coordinate workloads, and provide direct support to ensure the team delivers against production targets and KPIs. Delegate and assign tasks based on workload and supervisor direction.
• Expectations & Accountability: Set clear goals and expectations for the team that align with organizational objectives, laying the groundwork for high performance and accountability.
• Feedback & Recognition: Provide regular, constructive feedback on performance and quality to address issues in real-time, while consistently recognizing team achievements.
• Coaching & Training: Balance working directly in a process path while coaching, training, and answering questions for associates.
• Communication & Conflict Resolution: Promote an environment of open communication and proactively resolve conflicts to reduce miscommunication and maintain a positive culture.
• Safety & Compliance: Conduct pre-shift briefs, lead daily stretches, and ensure team adherence to all SOPs and safety protocols.
• Escalation: Act as the first point of escalation for operational issues, assisting in problem resolution.

II. Home Delivery Operational Oversight

• Performance Tracking: Track, manage, and speak to a complex set of key performance indicators, specifically focusing on Deluxing Metrics to ensure operational excellence.
• Deluxing & Quality: Oversee all aspects of deluxing operations. This includes unboxing, inspecting, assembling (simple/complex) using power and hand tools, cleaning, and re-packaging/blanket wrapping products to ensure items meet quality standards for customer delivery. Evaluate damages and perform touch-up or minor furniture repair.
• Inbound/Outbound Flow: Manage inbound trailer processing (FTL/LTL), ensuring unloading tasks are completed on time and efficiently to meet established service level timelines. Supervise and assist with unloading, picking, staging, and final-mile loading of delivery vehicles.
• Inventory & Auditing: Conduct regular cycle counts (3 times weekly or weekly) and inventory scrubs. Audit staged outbound routes for accuracy, damages, incompleteness, or potential cube-outs.
• Driver Returns: Manage and process driver returns daily, including grading returns and coordinating reattempts.
• Site Management: Perform additional responsibilities, including maintaining site cleanliness, handling trash management, and potentially opening and/or closing the facility as needed.

What You'll Need (Minimum Requirements)

• Experience & Knowledge: 2+ years working experience. Must be experienced in more than one department (e.g., receiving, inventory control, picking, inspections, assembly, and return of product). Previous Warehouse Experience is preferable.
• Leadership & Judgment: Strong leadership and motivational skills, and the ability to make decisions with limited guidance based on good judgment. Leadership potential is preferable.
• Physical Capability: This is a floor position. Must be comfortable repeatedly bending, stretching, reaching, and standing on the warehouse floor 10 hours a day. Ability to lift up to 75 lbs. unassisted and maneuver product 150+ pounds unassisted or via team lift.
• Communication: Must have experience with composing and replying to emails and internal instant messages.
• Technical Skills: Experience with Warehouse Management and Exception Ticket Management Systems. PIV Certification is preferable.
• Education/Experience (Preferred): High School diploma or GED is preferable. Previous warehouse experience is preferable.

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 Accommodations for Applicants form.

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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.

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