As a terminal supervisor in McDonough, GA, Jami Brown leads the Home Delivery and Deluxing (HDO) teams. In this role, she partners closely with third-party carriers to ensure high-quality items and seamless delivery experiences for Wayfair customers. Known throughout the building as a go-to source for all things HDO, Jami brings deep expertise to every aspect of the operation, from setting up loadouts for drivers to coaching team members on survey importance and timely departures.
By fostering strong cross-functional partnerships and maintaining high standards for quality and efficiency, Jami empowers her teams to perform at their best while continuously raising the bar for operational excellence.
Read on to learn more about how Jami drives the Home Delivery and Deluxing teams to deliver top-tier results.
What project or accomplishment are you most proud of during your time at Wayfair?
One of my proudest accomplishments at Wayfair was leading our team to top internal rankings for two consecutive months in 2024 — prior to this our team had never quite taken the top spot!
To earn this recognition, our team had to be the best of the best across all key metrics, including inventory accuracy, units per hour, miss-rate and customer satisfaction scores.
What’s something about your team’s work that you wished more people knew about?
There’s a lot that goes into the HDO space! Accommodating policies like aging freight and missed deliveries while managing complex processes and excellent customer experience is quite the balancing act.
Success in this space depends not only on having a reliable team on the warehouse floor but also on maintaining close cross-functional partnerships with routing, third-party carriers, middle mile teams and more.
What do you enjoy most about working at Wayfair?
I love the constant evolution of processes in the pursuit of excellence at Wayfair. I also really enjoy the people. I have the most amazing team!
What are you doing when you aren’t working?
I enjoy reading, gardening and playing with my son! My current record is 24 books in two months.
I also built my first-ever garden this past summer. My strawberries didn't turn out so well but my tomato and pepper plants thrived!
As far as playing with my son? Well it's his world, we just live in it, so whatever his current interests or hobbies are becomes the plans for our free time.
What’s one fun fact about you that most people don’t know?
I was a fifth grade teacher before I came to Wayfair. After coming to Wayfair, I started in inventory control as an associate. Three months later I saw an opportunity to become the site's administrator, went for it, and got it!
A year later the HDO supervisor role was open, so I figured, why not apply? This is where I found my Wayfair home. I love the HDO space. It's an ever-evolving puzzle that requires you to be at the top of your game daily!
What’s your favorite Wayfair product that you’ve purchased?
My son’s bed, the
Loon Peak Teddy Bed with Bookcase, is by far my favorite Wayfair purchase! It has enough shelf space for all his little toys, decorations, alarm clock… you name it! It’s one of those kid beds that actually gives you a little space back instead of taking it all up.