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Wayfair Manager, Customer Happiness in Boston, Massachusetts


<p><strong>Job Description</strong></p>

<p><span style="font-weight: 400;">Who we are: The Insights &amp; Analytics team enables data driven decision making and performance management across Wayfair’s 3,500+ person Customer Service group. The team helps unlock the value of Wayfair’s data assets by working closely with engineers and business partners to create data structures, metrics, visualizations, and self-serve data environments.</span></p>

<p><span style="font-weight: 400;">The Manager on the Business Analytics team will help in taking complex business problems and performing advanced analytics to identify the pain points that impact our customer’s experience from the time they receive a marketing email to the time an order has been delivered to their doorsteps. They will use SQL queries and visualization tools to help users understand trends and opportunities in the Customer Service space. The resulting products will serve as the backbone to a highly data-driven Customer Service organization.&nbsp;</span></p>

<p><strong>What you will do:</strong></p>


<li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate cross functionally on a global scale with product, operations and engineering teams to deliver initiatives to build the foundation for analytical framework as well as provide near term analysis for Customer Happiness index</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Perform deep-dive analysis on Customer Experience score, including the application of advanced analytical techniques, to identify root causes behind performance and provide insights around major pain points/factors</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Communicate findings with a clear point of view and compelling visualizations (using visual tools such as Looker, Data Studio, Tableau) for both executives as well as for cross lateral team, so that the insights can be used to help drive the Customer Happiness initiative</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Use analytical and quantitative skills to work with large and complex datasets, analyze ill-defined questions and develop recommendations to guide business decisions</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Partner with various business stakeholders to identify key factors and requirements for each project, and get buy-in for project methodology</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Work closely with Data Solutions and engineering teams to build visualizations for executive level KPI reporting, and implement solutions in production environment</span><span style="font-weight: 400;"><br><br></span></li>


<p><strong>Who you are:</strong></p>


<li style="font-weight: 400;"><span style="font-weight: 400;">Bachelor’s/Master's degree, preferably in a quantitative field (</span><span style="font-weight: 400;">Engineering, Operations Research, Mathematics, Economics)</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Have 4+ years of experience in an analytical role and 3+ years of experience with cloud data management and SQL</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Hands on experience with data visualization tools like Looker and Data Studio as well as experience synthesizing insights using Excel or Google Sheets&nbsp;</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Conduct big data analysis using Python, SQL, and Hive and create scalable algorithms using time series and mathematical modeling to simulate impact of various trends on customer experience score, based on past performance</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Passionate about tackling complex business problems from problem definition and business-case development to implementation</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Strong written, and verbal communication skills including the ability to translate sophisticated analyses into a logical, convincing business narrative</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Ability to manage/mentor junior members, whether directly or indirectly&nbsp;</span></li>

</ul><div class="content-conclusion"><p><strong>About Wayfair Inc.</strong></p>

<p>Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, 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.</p>

<p>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, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.</p></div>