Senior Technical Analyst, Global Customer Service

The salary range for this position is $121,000 - 132,000. The base pay offered may vary depending on location, job-related knowledge, skills, and experience. There are no bonuses or stock options for this level and type of position.

MUST be ONSITE Boston, MA (Monday-Thursday) 

Wayfair is an online retail platform with the mission to enable everyone to live in a home they love. The Global Forecasting team sits within the Customer Services organization and is responsible for building ML models that predict the level of contacts that we expect to receive from customers each day. The accuracy of these predictions determines how many staff we need to deliver a high level of service and support for our customers.

We are looking for a versatile Analyst to join our Global Forecasting team, where you will play a key role in developing data-driven solutions that align with our business goals, and maintaining world-class Customer Service. This role requires a unique combination of technical expertise in Machine Learning Engineering (MLE) and a strong understanding of business strategy.

What You’ll Do:

• Assist in the design, development, and deployment of machine learning models that address key business challenges. Ensure these models are seamlessly integrated into the company’s operations.
• Work closely with business stakeholders to translate complex data into actionable insights, aligning machine learning projects with business objectives.
• Analyze large datasets to extract meaningful patterns and trends. Collaborate on feature engineering to optimize model performance.
• Develop and implement scalable analytics products in Python, GBQ, and visualization platforms (e.g., LookerStudio) that enable business leaders to monitor performance and make informed decisions.
• Continuously monitor and refine deployed models to improve their accuracy and business impact. Build robust monitoring and alerting systems.
• Partner with engineers, data scientists, product managers, and commercial teams to ensure machine learning initiatives are aligned with business needs and deliver measurable results.

What You’ll Need:

• Bachelor’s or Master’s degree in a quantitative field such as Computer Science, Machine Learning, Mathematics, Statistics, Economics, or a related discipline.
• 2+ years of experience with Software Engineering and/or Machine Learning.
• Proficiency in Python, SQL, and experience with ML frameworks and orchestration tools (e.g., Airflow, MLFlow). Ability to handle large datasets and build production-ready models.
• Strong ability to understand business needs and translate them into technical solutions. Experience in using data to drive business decisions.
• Ability to analyze complex and often ambiguous data to derive actionable insights. High attention to detail and a proactive approach to problem-solving.
• Excellent communication skills to effectively collaborate with cross-functional teams and present findings to non-technical stakeholders.
• Experience in e-commerce, supply chain management, or related fields. Familiarity with cloud-based ML platforms (e.g., Google Cloud, AWS).

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.