Senior Associate, Customer Offering & Delivery

At this time, Wayfair does not provide sponsorship for employment authorization for this position.

The salary range for this position is $83,000 – 92,000 in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. Base pay offered may vary depending on location, job-related knowledge, skills, and experience. 

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.

Wayfair is seeking an action-oriented, and collaborative individual that can translate business problems to actionable insights and data driven solutions to influence new and existing customer offerings. We are looking for an individual who excels at both qualitative and quantitative analysis, is curious to uncover and problem solve, while also being eager to collaborate and communicate upward and outward to tell a concise story while leading a project from start to finish.

You will enjoy creating reporting and visualization and documenting and presenting findings to leadership. This is a highly visible and exciting role for the company and one that will offer the right candidate an opportunity to roll out new offerings for the Wayfair customer base.  This is an ideal opportunity for candidates who are looking to join a highly collaborative, cross-functional team, driving forward the future of retail supply chain operations in an extremely fast-paced environment.

The North American Customer Offering and Delivery team supports the launch of new and existing programs, which seek to excite and delight the Wayfair customer.  We strive to continually offer the best delivery experience to our customers by expanding the services we offer and improve those already offered by Wayfair.

What You’ll Do:

• Independently lead new and existing Service Offering projects that will drive; process, technology and performance metric improvements across a variety of operations and commercial topics with a focus on customer experience, cost reduction, quality improvement, & speed gains
• Understand strategic business goals and deliver strategies and solutions for achieving those goals and navigating roadblocks through the use of data
• Build datasets to determine insights and actions, establish project plans to execute and dashboard to track progress.

• Communicate performance trends and improvement opportunities to management both within and outside your immediate line of reporting.
• Monitor key performance indicators and work collaboratively to improve the quality of our customer experience
• Communicate regularly with cross functional partners to understand business trends and new ways to break down problems into solutions
• Engage in road mapping and prioritization through diligent opportunity sizing and scoping efforts

What You’ll Need: 

• Bachelor’s degree earned by date of hire
• 2+ years of professional experience
• Exceptional written and verbal communication to effectively communicate with stakeholders of various levels.
• Team-first attitude with enthusiasm for cross-functional collaboration
• Strong organizational skills and High attention to detail with proven ability to consider multiple priorities simultaneously
• Ability to navigate an environment of continuous improvement working through ambiguity in an evolving organization
• Investment in the customer experience
• Advanced experience with Microsoft Excel or Google Sheets and data visualization tools such as Google Data Studio (Looker, Tableau, or Power BI)