Gretchen Conkey
Site Director of the Jacksonville Wayfair Fulfillment Center @Wayfair
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WORK HISTORY
Site Director of the Jacksonville Wayfair Fulfillment Center @Wayfair
Jacksonville, FL, US
I lead operations at Wayfair’s 1.1 million sq. ft. fulfillment center, ensuring seamless execution of e-commerce orders across multiple process paths. I oversee inbound, outbound, cross-dock, small parcel, value-added services, quality control, and last-mile delivery. I focus on driving operational efficiency, improving product flow, and optimizing building capacity while aligning strategies with senior leadership.Partnering with Workflow Controllers and Talent Acquisition, I manage labor planning and staffing to maintain performance at scale. Also, I hold supplier partners accountable for quality standards by collaborating with QA teams to strengthen product quality and packaging. My efforts in reverse logistics have increased recovery rates on returned products, enhancing resale opportunities through open-box and outlet sales opportunities.Selected Achievements:• Team Leadership: Lead a high-performing team of 400+, including senior operations managers, supervisors, and frontline associates.• Financial Oversight: Manage a $31M site P&L, providing executive financial reviews and performance insights.• Employee Engagement: Achieved the second-highest e-NPS Associate Engagement Score among 15 sites, with the network’s highest participation rate in Q3 2023.• Quality Improvement: Reduced Defects Per Million Opportunities (DPMO) from to under between 2022 and 2024.• Operational Excellence: Launched the \"Quality Starts with Me\" program, improving key metrics such as DPMO, Dwell in Staging, and Incident Rate.• Strategic Execution: Managed to KPIs and SLAs by leveraging o9 for S & OP, driving cost avoidance strategies, and implementing ergonomic solutions for heavy-item handling.• Process Innovation: Piloted Middle Mile \"Deluxing\" program to enhance product inspection and assembly for large-parcel deliveries in the Orlando market.Skills: Operational Efficiency, Quality Control, Talent Management, Supplier Coordination, Reverse Logistics
EDUCATION
The College of William and Mary
Bachelor's degree
Thunderbird School of Global Management
Master of Business Administration (MBA)
ABOUT GRETCHEN CONKEY
I’m a strategic, service-oriented supply chain leader who thrives on analyzing complex challenges and turning them into actionable solutions. With decades of experience in steamship line operations, trucking, cold chain, distribution, fulfillment, and reverse logistics, I’ve led large teams, managed multi-million-dollar budgets, and built positive, results-driven cultures. I approach my work with discipline and attention to detail, and I am passionate about developing the next generation of leaders. Some of my key highlights include: • End-to-End Operations: Oversaw a 1.1 million sq. ft. e-commerce fulfillment center at Wayfair, managing inbound, outbound, cross-dock, small-parcel, 3PL, and final-mile operations for rapid, on-time delivery. • Quality & Process Improvement: Reduced defects per million opportunities from to under at Wayfair by creating the “Quality Starts with Me” program, boosting throughput and customer satisfaction. • Financial Stewardship: Led an $83M annual budget across six Bridgestone distribution centers, aligning expenditures with strategic goals and cost-saving initiatives. • Team Building: Earned the second-highest e-NPS engagement score among 15 Wayfair sites by fostering transparent leadership, career development, and consistent feedback. • Safety & Culture: Launched the “Caught Working Safe” initiative at AutoPlus, reducing recordable injuries by 35% and strengthening a culture of open communication and recognition. • Remote/Hybrid Leadership: Managed nine AutoPlus distribution centers across multiple states through remote KPI reviews, ensuring consistent service levels for B2B and B2C channels. Let\'s connect if you value servant leadership, culture building, and innovative problem-solving.
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