Senior Analyst, Global Returns & Incident Team

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

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 echos 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.