Wayfair Careers

Customer Experience Specialist

Boston, MA
Supply Chain & Logistics - Supplier Operations

Job Description

Customer Experience Specialist, Product Performance

Supply Chain & Logistics - Supplier Operations  Boston, Massachusetts

Customer Experience Specialist, Product Performance

Wayfair continues to build industry-shaping infrastructure and capabilities in Operations to fuel growth and delight our customers. As part of this journey, we are seeking bright, entrepreneurial specialists to help us drive initiatives related to our most strategic operations topics that will propel Wayfair from $5B to $10B and beyond.

One major priority we have is in Product Performance, where we strive to drastically reduce the number of problems that arise as a product makes its way to the customer’s home. We want to reduce “customer incidents” to near-zero levels – whether they are damages, defects, lost items, missing parts, etc. – to provide the best customer experience possible and further fuel Wayfair’s growth and profitability. This challenge is one of the most business critical, technically complex and interconnected challenges we face.

In a typical day you should expect to:

  • Communicate with our customers around the latest pilots and trials we are running to improve their experience with products and deliveries
  • Track the impact of these outreach efforts to identify successful pilots
  • Assist in scaling successful pilots across the Wayfair site and Delivery Network
  • Collaborate with pilot stakeholders and subject matter experts on the best ways to communicate and execute
  • Provide suggestions and enhancements to existing processes to improve the overall customer experience with Wayfair
  • Identify gaps in the customer’s education on the products they have ordered in order to create new projects or pilots
  • Pull and analyze data sets that touch every aspect of Wayfair operations to identify new opportunities and trends to drive supply chain performance and improve the customer experience

If the idea of taking customer feedback and translating that to actionable insights is exciting to you, this will be a rewarding role. In the last few months our team has worked with suppliers to change packaging and redesign products; develop new product handling and warehouse handling practices; and developed new tools and analysis techniques for honing in on huge performance opportunities, all across a wide range of Wayfair’s industry leading selection.  

We welcome applications from high caliber professionals who are looking for the next chapter of their careers, for whom home goods & décor are a meaningful arena to use the skills they developed in generalist business settings. Please reach out and highlight how your experience can be leveraged to contribute to the success of the next great e-commerce business.


About our Teams:

Our Product Performance Teams are responsible for ensuring Wayfair delivers products the customer expects, every time. We manage the fulfillment network for Wayfair, Joss & Main, All Modern, Wayfair Supply, Perigold, and Dwell Studios. In addition to working extensively with our external partners (suppliers, carriers), we are plugged into every department within the company – from finance to marketing. 


You’re a great fit if you have:

  • A Bachelor Degree
  • Articulate and persuasive communication skills, both written and verbal
  • Innovative problem-solving skills – dissect and determine root causes of problems, and implement solutions
  • Comfort with large data sets and drawing insights from them
  • Experience with Microsoft Office Suite, specifically Excel
  • Experience with SQL a plus
Requisition ID: 26352