Analyst, Service Operations

Must be ONSITE in Boston, MA (Monday - Thursday)

The Contact Reduction Team serves as a beacon for the customer’s post-purchase experience. Our objective is to identify opportunities to reduce customer effort by analyzing multiple customer journeys and tracking the impact of various projects within the operations team that influence the customer experience. In this role, you will leverage your leadership and analytical skills in a highly collaborative environment to tackle strategic and operational challenges that are crucial to the business. The team works closely with various business and tech functions, both within and outside the Service organization.

We are looking for an analytical, action-oriented, and collaborative individual that can translate business problems to actionable insights and data driven solutions to influence operational results. Successful individuals in this role excel at both qualitative and quantitative analysis while also being eager to communicate upward and outward to tell a concise story.  

What You’ll Do

• Translate high-level business problems into concrete work streams that can be answered using data-driven modeling and analysis
• Conduct internal deep dives to understand customer and agent pain points and opportunity areas
• Keep up-to-date with industry trends, competitor behavior, and new product ideas to benchmark Wayfair Service and identify ways to improve Wayfair’s Service offering
• Partner with cross-functional business stakeholders to identify, analyze, and implement initiatives that allow us to more effectively operate our Customer Service Operations
• Manage multiple work streams at once given large scope
• Support and monitor projects to ensure that they are delivered
• Present your analysis with clear recommendations to stakeholders and senior leadership
• Apply an impact-focused, entrepreneurial lens to proactively identify, develop, and implement business and process improvement initiatives that capture operational benefits across all aspects of Wayfair’s CS  
• Use analytical and quantitative skills to work with large and complex datasets, analyze vague problem statements, build custom analytical decision models, and develop recommendations to guide business decisions
• Develop data visualizations, including reports, dashboards, and analysis using BI solutions to translate data insights into  an easily digestible manner
• Demonstrate strong motivation and ability to develop and continuously improve business and analysis processes to keep pace with the rapid growth and scale of Wayfair’s operations

What you’ll need

• Bachelor’s degree in a quantitative field
• Experience with Microsoft Excel or Google Sheets, SQL or GBQ, and data visualization tools such as Google Data Studio (Looker, Tableau, or PowerBI)
• Team-first attitude with enthusiasm for cross-functional collaboration
• High attention to detail and proven ability to manage multiple, competing priorities simultaneously
• An entrepreneurial spirit and mindset; you must be adaptable and comfortable with change
• Strong written and verbal communication skills including the ability to translate sophisticated analyses into a logical, convincing business narrative
• Affinity for working with data and resourcefulness in situations where clean data and/or complete information is not available or time to develop a solution is limited

An Important Note about Wayfair's In-Office Policy:

All Boston-based interns, Co-ops, and corporate employees will be in office in a hybrid capacity. Employees will work in the office on designated days, Monday - Thursday, and work remotely Friday.