Lin Zhao

Lin Zhao

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Vice President of Commercial Operations
Boston, Massachusetts, United States

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work
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Jobs verified_user 0% verified
  • Thumbtack
    Vice President of Commercial Operations
    Thumbtack
    Mar 2024 - Current (2 years 8 months)
    Lead 100-plus-person global Commercial Operations org across sales, success, service, product operations, analytics and enablement. Direct company-wide programs across product, marketing, engineering and finance to improve supply-side acquisition, activation and success.

    Built an AI-first GTM operating model: a significant share of support volume deflected at quality above human benchmarks with millions in cost savings, extended capabilities across success and service to drive revenue well above target

    Architected the long-term supply strategy with executive team, and drove the tactics that materially lifted supply
  • Wayfair
    Head of Operation - Wayfair Professional and Global Sales
    Wayfair
    Oct 2023 - Mar 2024 (6 months)
    Owned the operating model for Wayfair's multi-billion-dollar B2B Professional and consumer sales business (strategy, revenue ops, analytics, comp, workforce, L&D), 200-person team across North America and Europe, reporting to the President of Wayfair B2B Professional

    -Scaled Design Services 10x into the tens of millions, reaching a strong NPS and profitability through rapid iteration and P&L discipline.

    -Launched a generative-AI sales copilot pilot, delivering meaningful time savings with no adverse conversion impact.

    -Led teams through multiple reorganizations and turned employee NPS strongly positive.
  • Wayfair
    Head of Sales Operation and Emerging Services - Consumer Sales
    Wayfair
    Jan 2023 - Oct 2023 (10 months)
    Accountable for sales strategy, business and advanced analytics, operation, workforce management & planning, L&D for Wayfair's 300+ consumer sales team in North America and Europe. Launched and scaled Wayfair's Design Services program across physical retail stores and online
  • Wayfair
    Director / General Manager - Home Services & Consumer Sales
    Wayfair
    Nov 2020 - Jan 2023 (2 years 3 months)
    Founded, built, and scaled Wayfair's home services business (assembly, installation, protection, interior design, expert sales) for 30M customers. Owned a nine-figure P&L and led 120 direct and 200 cross-functional team members.

    -Grew revenue more than 10x into nine figures, far faster than Wayfair's average, with eight-figure EBITDA. Presented to the Wayfair board and hundreds of strategic suppliers.

    -Built the network and operations that powers hundreds of thousands of jobs across dozens of metros at a strong NPS, plus a highly rated marketplace app.

    -Launched Wayfair's first product-expert sales teams, growing team to ~75 people and tens of millions in annual sales.
  • Wayfair
    Director / General Manager – Home Services
    Wayfair
    Sep 2018 - Nov 2020 (2 years 3 months)
    Promoted to own full P&L responsibility for Wayfair’s rapidly growing home services business. Envisioned, launched and scaled the business. Built the team. Responsible for service partnerships, assembly, installation, warranty services on Wayfair. Lead multiple business verticals and teams across product, engineering, strategy, creative design, operation, commercial and analytics.
  • Wayfair
    Associate Product Director - Home Improvement
    Wayfair
    Apr 2016 - Sep 2018 (2 years 6 months)
    Led product for Wayfair's home improvement vertical technology across web, mobile, and app (multiple scrum teams). Built new product lines across dozens of categories and scaled installation from 3 to 120 markets with double-digit growth and protection services globally
  • Wayfair
    Associate Director - Site Merchandising
    Wayfair
    Sep 2015 - Apr 2016 (8 months)
    Managed 15-people teams of senior managers, managers and associates responsible for customer experience on Home Improvement (lighting, plumbing, flooring, power equipment and appliance) section of the website.
  • Wayfair
    Senior Manager - Site Merchandising
    Wayfair
    Sep 2014 - Aug 2015 (1 year)
    Led associates, managers and senior managers across three departments to deliver a frictionless shopping experience, achieving high double-digit YOY revenue increase for Wayfair’s home improvement categories.
  • The Clorox Company
    Marketing Manager
    The Clorox Company
    Aug 2013 - Sep 2014 (1 year 2 months)
    Developed and implemented marketing strategy for the $1B Glad brand. Drove consumer preference and loyalty by developing product innovations, engaging digital and TV contents.
  • Genentech
    Marketing Manager
    Genentech
    May 2012 - Aug 2012 (4 months)
    MBA Intern: Developed greenfield social media marketing strategy to drive greater customer engagement and advocacy for Genentech brands.
  • Deloitte
    Summer Senior Consultant
    Deloitte
    Jul 2011 - Aug 2011 (2 months)
    Pre-MBA Intern: Drove analysis and developed bottom-up cost structure models in support of 100M Healthcare M&A Project.
  • Target
    Senior Merchandise Planning Manager (Target India Central Team)
    Target
    Oct 2010 - Jul 2011 (10 months)
    Managed six direct reports and multiple cross-functional initiatives to create inventory management processes affecting the 800-person merchandise group. Enabled global team to quadruple in size while improving culture and results.
    • Led aggressive expansion plans that transformed 50 processes for global execution, reducing 2,800 hours of workload per week and improving efficiency performance metrics by 40%.
    • Awarded top feedback score for managing team through unprecedented change, reserved for top 1% of all managers at Target.
  • Target
    Merchandise Planning Manager - Women's Apparel
    Target
    Aug 2009 - Oct 2010 (1 year 3 months)
    Responsible for $400MM in annual inventory and supply chain optimization. Led four direct reports to drive product distribution, inventory flow, and supply chain expense reduction for three apparel departments.
    • Developed analysts through feedback and coaching, leading to four promotions to Senior Analyst.
    • Led team driving $28MM sales increase (highest dollar increase in five years) through vendor-negotiated contingencies and product segmentations.
  • Target
    6-Sigma Project Lead (Merchandising Operation)
    Target
    Jan 2009 - Aug 2009 (8 months)
    Applied Six Sigma analytics to lead projects supporting the 800-person merchandise-buying pyramid.
    • Led a 10-person cross-functional team through a Six Sigma Green Belt project that improved Target’s inventory goal-setting process, resulting in $18MM sales increase. Awarded Merchandise SVP Award.
  • Target
    Senior Business Analyst
    Target
    Jun 2008 - Jan 2009 (8 months)
    Managed vendor partnerships and supply chain for $150MM canned goods category.
    • Optimized item presentation in grocery promotional space. Drove $4MM unproductive inventory savings and improved consumer satisfaction scores 10%. Awarded Merchandise SVP Award, awarded to top 1% of merchandisers
    • Coached and trained two Business-Analysts-In-Training. Awarded Outstanding Mentor Award.
  • Target
    Business Analyst
    Target
    Jan 2007 - Jun 2008 (1 year 6 months)
    Drove inventory management, vendor partnership and demand planning for dry grocery categories in 1600+ Target stores
Education verified_user 0% verified
  • Harvard Business School
    MBA, General Management
    Harvard Business School
  • Willamette University
    BA, Economics, History
    Willamette University
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