Senior Analyst, Global Returns & Incidents

Must be ONSITE in Boston, MA (Monday - Thursday)

At this time, Wayfair will not sponsor applicants for employment authorization for this position. That includes, but is not limited to, the following work visas: F1-OPT, STEM OPT EAD, H-1B, H-1B1, E-3, O-1, J-1, or TN. 

Global Returns and Incident team leads the e2e customer and supply chain journey, owns Customer and Supplier facing policies and resolution strategy for customer unhappy path (Returns, Incidents - Damages, Defects, Mis-Info, Mis-Ship) in partnership with a number of execution teams while also monetizing this imperfect inventory by reselling through a number of monetization channels

We are looking for analytical, action-oriented, and collaborative individuals that can translate business problems to actionable insights and data driven solutions to influence resolution strategy.  Successful individuals in this role excel at both qualitative and quantitative analysis while also being adept at communicating their strategic and actionable business proposals upwards and outwards.

What You’ll Do

• Translate KPI movements into recommendations for policy iteration, implementation, and process automation
• Take ownership of building a strategic roadmap for your team that echoes your STO’s objectives
• Create analytics reporting to generate actionable insights to optimize our Returns and Incident Resolutions Stack
• Manage multiple peer, and upward Technical and Operational Stakeholders to get their buy-in to implement on your policy recommendations
• Operate as a cross functional think tank that understands customer needs and Wayfair & Supplier processes, then define, design, deliver transformational resolution journeys
• Partner with Product teams to design and implement agile development roadmap to improve our customer and agent facing technology tools 
• Be an effective contributor in a team that manages multiple priorities in a fast-paced environment with effective communication and thorough follow through
• Problem solve situations; requiring use of data collection and analysis

What You’ll Need:

• Master’s degree in a quantitative field - Degree in Engineering, Supply Chain, Mathematics, Economics or other concentrations with heavy quantitative focus strongly preferred
• Expert knowledge of Microsoft Excel/Google Sheets, SQL/GBQ, and data visualization tools such as Google Data Studio (Looker, Tableau, or PowerBI)
• Critical and quantitative thinking while also showcasing the acumen to selectively put qualitative insights over quantitative data
• Team-first attitude with enthusiasm for cross-functional collaboration
• Passion for process optimization and transformation - Experience with complex operational, process, and performance improvement projects
• High attention to detail and proven ability to manage multiple, competing priorities simultaneously
• An entrepreneurial spirit and mindset; you must be adaptable and comfortable with change

An Important Note about Wayfair's In-Office Policy:

All Boston-based interns, Co-ops, and corporate employees will be in office in a hybrid capacity. Employees will work in the office on designated days, Monday - Thursday, and work remotely Friday.

Massachusetts Applicants: I understand that it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin