Wayfair Careers

Manager, Customer Analytics

Boston, MA

Job Description

Do you love using data to find insights? Do you hate it when your delivery shows up right at the end of the four-hour window?  Does finding ways to do things more efficiently or effectively get your heart racing? If so, our Customer Experience Analytics team is searching for you. We are looking for a smart, driven, analytical thinker who cares about the customer to join our team and help us drive Wayfair’s success.

Who we are:  The Customer Experience Analytics team is an internal consulting team within Operations working to redefine the customer experience for large parcel home delivery. This group serves as the go-to source for any data analysis/insight generation/strategy needs surrounding the post-order customer experience for Wayfair: from redesigning the delivery scheduling process to predicting escalations to leveraging customer feedback to determine next generation services and offerings.

What you will do:

  • Translate high-level business problems into more specific questions which can then be answered by data-driven analysis
  • Partner with various business stakeholders to identify key factors and requirements for each project, and get buy-in for project methodology
  • Formulate solutions and comprehensive strategic recommendations for improving the customer experience
  • Analyze data using SQL, Excel, and other software applications
  • Present with a clear point of view so that data insights can be used to help drive business strategy
  • Drive cross-functional alignment on customer and operational priorities

Who you are:

  • 4+ years of progressive supply chain experience, consulting experience, or experience in an analytical role with desire to learn about supply chains
  • Passionate about solving complex business problems
  • Highly analytical, creative, and innovative approach to solving problems
  • Degree in Engineering, Supply Chain, Mathematics, Economics or other concentrations with heavy quantitative focus strongly preferred
  • Possess an affinity for data, and resourcefulness in obtaining data when clean and or complete information is not available
  • Extensive Excel or SQL experience, bonus points for R or other programming skills
  • Experience working with cross-functional teams, including corporate and front-line teams
  • Possess strong written and verbal cross-functional communication skills
  • Positive, people-oriented, and enthusiastic



Requisition ID: 19081