It is no secret that the overseas agents were bad. The ai tools were good sometimes, other times totally wrong with what they said and not helpful. I understand using tech to make it easier. But I have serious doubts that the actions they have taken this month will benefit the company, remaining employees, or customers. In my mind I thought I'll wait it out and when they realize it was a mistake, I'll apply again. But the more I look for new employment and the more time removed from Wayfair, I don't think going back is a good move. Which su-ks because I liked a lot of people there. At this point I'll be happy to get my w2 and be done with them.
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I don’t think offshoring is the core issue here. While Wayfair operates as a home goods retailer, at its core it functions as a technology company. Sales and customer service are part of the business, but the company’s competitiveness ultimately depends on how well it keeps up with technology trends and manages its cost structure. If a tech-driven company fails to adapt and optimize, its long-term viability is at risk.
That said, having worked in Wayfair Tech myself, I do have to say that there is room for improvement in planning processes. I sometimes found it a mess.
I’m now with a different company and I’m very happy where I am. I hope you’ll soon find a new place as well, where you’re surrounded by wonderful people.