Great leaders don’t just drive performance—they inspire growth and bring out the best in others. Dr. Zac Kostusyk, Lead Manager of Management, Leadership and Coaching, embodies this every day at Wayfair. Known for his thoughtful leadership and unwavering commitment to his team’s growth, Zac was recently recognized by a colleague as a truly uplifting force within his role.
“Zac has had a profound impact on my growth, confidence and overall work experience,” shared Sarah Bingham, Senior Associate of Global Management, Training and Coaching. “His leadership is the perfect blend of analytical thinking, transparency and genuine care for both people and business outcomes. He makes sure every member of our team not only feels valued, but is also challenged to bring their best work forward.”
Read on to learn more about Zac’s role at Wayfair, his leadership philosophy and what motivates him both at work and at home.
Tell us about your role and responsibilities.
I lead training in the Global Service Org, including professional development. Whenever there are new tools or processes rolling out, my team trains the leaders on how to use these tools to drive performance. We focus on developing all of our leaders holistically within Global Service through standard programmatic training that focuses on leadership, management, coaching and key technical and tactical skills.
However, we also focus on the whole person, creating and facilitating development on personal resiliency, data analysis, forgiveness, motivation, understanding values, persuasion, business reporting and much more.
What strategies do you use to create an engaging and motivating atmosphere for your team, especially when dealing with challenging projects?
Creating an engaging and motivating environment starts with understanding each team member—their values, passions and what drives them. I’m intentional in my interactions, getting to know my team through conversations and thoughtful questions. This allows me to align work with their interests, making it more meaningful and intrinsically motivating. I also try to strike a balance between enabling my team’s autonomy and providing support to foster accountability. I also apply the concept of the Zone of Proximal Development, which balances autonomy with support to foster accountability. Lastly, I ensure that we assess and share the impact of our work. For example, knowing that our stress management sessions led to a 25.6% improvement in burnout, reinforces the value of what we do and deepens our motivation.
In your opinion, what are the crucial aspects of being a good leader, and what do you think makes you a good leader?
A good leader must genuinely care about their team—not just to be liked, but to invest in their success through support, coaching and tough conversations. Avoiding difficult discussions for approval undermines leadership, whereas approaching employees with empathy and candor helps them grow. Optimism is also key—not as constant happiness, but as a mindset that inspires confidence in the future, especially in uncertainty.
I strive to lead by getting to know my team, understanding their goals and actively supporting their growth. By fostering a shared vision and ensuring we work together toward success, I hope to create an environment where everyone feels valued and motivated to achieve our goals.
What project or accomplishment are you most proud of during your time at Wayfair?
I've had many proud moments at Wayfair, but one that stands out is a project I tackled in operations a few years ago. The site I worked at had managers and associates on varied schedules with little overlap, which made it tough for teams to collaborate. I quickly realized how complex scheduling is and became determined to create a fair, scalable solution. Since I love math, Google Sheets and helping people, this challenge was right up my alley!
I developed an algorithm that optimized schedules, ensuring managers and associates worked together more than 90% of the time. This not only improved consistency but also fostered better teamwork, support and collaboration. Seeing it successfully implemented was incredibly rewarding—I got to solve a tough problem, build a great tool and make a real impact on the team’s experience.
What are you doing when you aren’t working?
Outside of work, I'm often out of breath from playing whatever new, high-energy game my kids have invented, which usually involves running around and carrying them throughout the house!
Additionally, I enjoy reading and learning, so I consistently explore various genres and topics to expand my knowledge.
Where do you call home and what does “home” mean to you?
Home is wherever my family is and where we keep our belongings. One of the reasons I love working at Wayfair is that we help create a sense of home for everyone.
All the items in my house hold fond memories: it's not just a coffee table, it was the first piece of furniture my partner and I bought after we got married. It's not just a table, it's where I eat with my family every night and share stories about our days. It's not just a light fixture, it's a statement piece that sparks conversations when I entertain friends at home. For me, home is about people—my family—and the furniture we have plays an integral role in creating fond and meaningful memories.
What’s your favorite Wayfair product that you’ve purchased?
It would be my daughter's Harriet Bee Ihsan Bunk Bed hands down! The bed has a closet on the end, which she and her brother use as a “fort,” and the built-in desk is perfect for my daughter’s love for drawing. So, not only is the bed super cute and comfortable, but it's provided countless hours of playtime for them!