Senior Analyst, Operations Business Analytics

About the position

At Wayfair, we're building industry-shaping Operations infrastructure and capabilities to fuel growth and delight our customers. We're seeking bright, curious, and high-energy project managers to execute strategic initiatives that will propel Wayfair to $20B in sales and beyond. Returns and Incident Prevention is a key priority for our business. We know that customers don't always love the product they receive or that issues can arise throughout an order. Our goal is to prevent these returns & incidents proactively in the supply chain to drive customer happiness and reduce financial exposure, contributing to the company's overall profitability and growth. Our team works with counterparts across Fulfillment Centers, Home Delivery Operations, Product, Finance, Transportation Logistics and Process Definition teams to drive new approaches and processes that deliver profitability and customer experience improvements. This work is broad, business critical, complex and highly cross-functional. We are looking for a data-driven and impact-oriented person to drive an incident prevention roadmap within the supply chain that delivers on these objectives. The ideal candidate must be a highly flexible and hands on leader who understands how to effectively drive results in a fast-paced and rapidly growing company.

Responsibilities

• Generate actionable insights for policy and operational improvements
• Create automated reporting and dashboards to support process owners in driving desirable outcomes
• Translate KPI movements into recommendations for policy iteration, implementation, and process automation
• Take ownership of building a strategic roadmap for your team based on the overall agenda to improve customer reported incident rates and reduce incident exposure
• Manage multiple peer and upward technical and operational stakeholders to get their buy-in to implement on your policy recommendations
• Operate as a cross functional think tank that understands customer needs and Wayfair & supplier processes, then define, design, deliver transformational resolution journeys
• Partner with product teams to design and implement agile development roadmap to improve our customer and agent facing technology tools
• Be an effective contributor in a team that manages multiple priorities in a fast-paced environment with effective communication and thorough follow through problem solve situations requiring use of data collection and analysis
• Partner cross-functionally with groups company-wide, including Product, Finance, Fulfillment Centers, Industrial Engineering, Transportation to drive alignment and execution against innovative solutions to challenging commercial problems intended to reduce financial incident exposure and drive customer happiness
• Contribute to the development of tools and processes that drive efficiencies for the team and simplify the day-to-day operations
• Be a great teammate! We seek candidates with a positive attitude, collaborative spirit, passion for solving problems, and a sense of humor.

Requirements

• Bachelor's degree in a quantitative field (e.g. engineering, economics, finance); Master's degree a plus
• 2-4 years total work experience, with previous experience in e-commerce, supply chain, reverse logistics, retail management, finance, or management consulting preferred
• Advanced proficiency with SQL or Google Big Query along with Microsoft Excel or Google Sheets and data visualization tools such as Google Data Studio (Looker, Tableau, or PowerBI)
• Critical and quantitative thinking while also showcasing the acumen to selectively put qualitative insights over quantitative data
• Team-first attitude with enthusiasm for cross-functional collaboration
• Passion for process optimization and transformation - experience with complex operational, process, and performance improvement projects
• 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