Wayfair Careers

Manager of Insights and Customer Strategy, Large Parcel

Boston, MA
Supply Chain & Logistics - Logistics

Job Description

Manager of Insights and Customer Strategy, Large Parcel

Wayfair is redefining the way customers buy online and one of the key pillars of that strategy is to create a truly differentiated customer concierge experience for large parcel items (e.g., couches, vanities).  To enable this differentiated experience, Wayfair is investing heavily to understand customers at a granular level and use this understanding to create the first-ever customer-focused national large parcel supply chain all the way to the consumer’s home.  This is an exciting, fast-paced, and high-visibility initiative and we are looking for leaders who can help disrupt the status quo, redefine an industry, and go above and beyond the status quo to understand and delight our customers giving them that concierge experience at the point of contact.

Do you like ideating and developing strategies? Do you like telling stories? Prefer to make decisions through a data-driven approach? We are looking for a proven leader who will help lead the team responsible for generating consumer insight and crafting and executing the strategies to continue to design the landscape for our Large Parcel network to drive an improved the customer concierge experience. The candidate must be innovative, customer-focused, solution-oriented with an analytical and scrappy approach to solving problems. This individual must be able to thrive in an extremely fast-paced environment with Wayfair growing at an unprecedented 40% year over year.  This is a key management role in one of our core operational and customer experience functions that will be relied upon to provide the thought leadership and analytic rigor needed to drive our rapidly scaling network.

Role / responsibilities:

  • Example projects: analyzing customer demographics of specific coverage zones in the US, dive into customer feedback analytics to understand customer needs better (price, reliability, speed), technology focused initiatives to maximize business benefits of data assets
  • Translate data, insights and trends into strategies and stories that help to drive a memorable and differentiated customer experience through superior concierge esque service
  • Conduct deep-dives into customer experiences, segments, and preferences to make recommendations on process development to close gaps and drive continuous improvements
  • Conduct customer, competitor and segmentation analysis drawing insights to feed overall strategy
  • Develop an overarching strategy for Wayfair’s Large Parcel carrier model with a focus on key customer, operational and competitive levers such as retention, cost, service and reliability
  • Thought leader driving the development and execution of strategic initiatives centered around designing an operational network that delights customers to serve as a competitive advantage to Large Parcel Business
  • Redesign/create scalable operational processes to support the Large Parcel Final Mile operations
  • Ability to go deep into the data to pull out action items that might not be clear on the surface
  • Spearhead pilot programs in an effort to continue to improve the LP customer experience
  • Pivot as needed to address unanticipated challenges and complexity in the business model
  • Partner across organizations to highlight opportunities for process improvements and leverage technology solutions to create efficiencies that drive an exceptional customer experience
  • Manage a small team to implement and manage initiatives outlined in the developed strategy


Who we are looking for:

  • MBA/marketing science or analytics graduate degree, experience in marketing and Management Consulting, 3 years in marketing or statistics, customer operations experience desirable but not required
  • Hospitality/Customer-first mentality and a marketing mind-set to be able to synthesize customer feedback pull out insights to enhance customer retention and drive new customer opportunities
  • A strong leader with an eye towards process but also an ability to ideate and innovate
  • Proven and strong analytics ability, demonstrated ability to use data to drive business decisions
  • Previous experience presenting business cases to senior leadership
  • Ability to think strategically and tactically within a dynamic, fast-paced organization
  • Steep trajectory, preferably with experience in ambiguous and fast-paced, environments
  • High-energy individual with a can-do attitude. Willing to jump in and work alongside folks of all levels to identify issues and quickly find solutions
  • Demonstrated track record of successfully managing implementation projects from start to finish
  • Proven track record of gaining cross functional buy in
  • Strong interpersonal skills, coaching and ability to build partnerships
  • Able to lead discussions and communicate effectively
  • Experience with Salesforce, Tableau, SQL; Proficiency with Python or R a plus
Tag: SCL-L
Requisition ID: 22150