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Wayfair Manager, Service Insights & Analytics in Boston, Massachusetts

<p><span style="font-weight: 400;">At Wayfair, we care about our customers! Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty. From the time the customer orders with Wayfair through delivery to their home, our team works to make it easier than ever to shop for the home. The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure a seamless product transition to the customer. We are passionate about our customers and work to delight them on every interaction with Wayfair.</span></p>

<p><span style="font-weight: 400;">The Journey Improvement team supports our Customer Service centers and 2,000+ Service Consultants (SSCs) by providing <span style="text-decoration: underline;"><strong>analytical</strong></span> performance insights, identifying process improvements, and taking on strategic projects to help ensure the success of our team as we continue to scale in terms of customers and contact volume. The team is looking for a leader who will split their time between consulting with four sites (mix between Virtual and on-premise) to drive performance improvement and taking on analytical projects to help reduce site variability and improve the customer experience and operational cost-to-serve of our business center. The Manager will form a close working relationship with our local Site Directors, leveraging their problem solving, analytical, and relationship management skills to help drive excellence within Customer Service.</span></p>

<p><strong>Possibility for position to be either in Boston or remote</strong></p>

<p><strong>What You’ll Do</strong></p>


<li style="font-weight: 400;"><span style="font-weight: 400;">Take on an analytical leadership role working with Site Directors to identify performance gaps and address root causes</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Support ownership of site performance, balancing quantitative analysis with deep-diving into calls and site-specific issues</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Be a key influencer and change agent across multiple sites related to key organization metrics and priorities (i.e. resolution rate)</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Balance the multiple variables (cost, customer experience, staffing) that go into decisions within Customer Service</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Create ways to improve the flow of information across Customer Service and have a bias for action to implement through ambiguity</span></li>


<p><strong>Example Projects</strong></p>


<li style="font-weight: 400;"><span style="font-weight: 400;">Dive into the key components of a successful Customer Service site and help drive how to translate these commonalities across the network</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Build our an agent incentive model for Customer Service, communicate changes to senior Service leadership, develop persuasive argument for the change, and make recommendations to mitigate impact</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Determine feasibility and ROI of building a specialized Service team for a core customer segmentation</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Deep dive into the impact of Virtual growth on Wayfair Customer Service and develop an action plan that can be shared with senior leadership on how ensure continued elevation of Customer Service despite changing work dynamics</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Help improve velocity of information within Customer Service by supporting the visualization of insights through Data Studio</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Identify root causes of customer escalation calls and work with our Specialized Service partners to reduce frequency</span></li>


<p><strong>What You’ll Need</strong></p>


<li style="font-weight: 400;"><span style="font-weight: 400;">Bachelor’s degree in Economics, Business, Engineering, Supply Chain/Operations, or another quantitative discipline</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">4+ years working for a data-driven company focused on operational analysis, process improvement, data visualization, consulting, or business growth</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Comfort with ambiguity, driving projects without explicit instructions, and working in an environment with shifting priorities</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Capacity to drive change in an environment with multiple stakeholders and perspectives</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Possess an affinity for data, and resourcefulness in obtaining data when clean and or complete information is not available</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Comfort communicating to a senior audience and balancing collaboration with persuasion</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Extensive Excel or SQL experience, bonus points for R or other programming skills</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Experience building dashboard (Tableau, Data Studio) serving a broad business audience</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Passion for customer experience, transformation, and acting as a change agent</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>