About Us

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.

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.

About the Role:

Part of Wayfair’s Workforce Planning department, this high impact Analytics role has several core responsibilities in supporting Wayfair’s Customer Service organization.  Wayfair is looking for a strong leader to help:

• Drive our expanding customer operations footprint nationwide
• Perform continual analysis of current performance, construct and support strategic staffing models to achieve goals set by the business
• Draw actionable insights from Data, maintain constant communication with leadership, and surface opportunities for workforce optimization
• Generate and evaluate staffing schedules
• Provide strategic support and tactical planning in sophisticated forecasting and operational processes

This role requires an individual with a passion for continuous operational process development and a proven aptitude for analytics.  A successful candidate will be comfortable with ambiguity, have strong attention to detail, and be motivated by a fast-paced environment, thinking big & diving deep.

This is a high-impact role with the opportunity to drive and influence mission-critical decisions impacting the immediate and long-term view of the business, and advising the leadership across Contact Center organizations.

About Workforce Planning at Wayfair:  

This team is responsible for staffing, scheduling, and monitoring Wayfair’s Customer Service departments through a combination of art and data science.  Our ongoing goal is to craft the most efficient operation possible, while meeting the needs of Wayfair, our staff and our leadership partners.

Job Responsibilities:

• Strategy development and execution - Responsible for developing and executing the overall workforce management strategy for the service organization. This includes setting goals and objectives, identifying areas for improvement, and establishing policies and procedures to optimize workforce utilization and performance.
• Team leadership and development - Build and lead a high-performing team. Recruiting, training, and developing team members, as well as managing performance, setting goals, and providing feedback and coaching as needed. Guide team to become best in class workforce management organization
• Stakeholder engagement and communication - Engage with stakeholders across the organization, including Service Operations, Finance, Engineering, and Sales. Communicate  the WFM strategy, sharing performance metrics and insights, and collaborating to identify opportunities for improvement. 
• Flexible Staffing - Drive scale strategy for a workforce that can leverage multiple workforce types as Full time, part time, Seasonal, Gig workers, and 3rd party.  Scale and support people process and technology to operate in a multi faceted service environment.
• Be a subject matter expert for all staffing, scheduling and real time process’ in a multi channel service organization Grow & develop scheduling approach and process. Perform industry research to review schedule satisfaction and network cost effectiveness
• Collaboration - Partner with Regional & Site Directors within customer service and other cross functional leaders to develop staffing strategies that align to the overall Wayfair model. Collaborate with internal teams to identify opportunity areas for process improvement and help implement them throughout the organization
• Data driven - Define, collect, and track operational metrics to manage and improve planning performance. Distill, synthesize, and drive conclusions based on data
• Provide ad-hoc reporting and analysis. Communicate recommendations to leadership in a clear and comprehensive manner

Qualifications:

• BA/BS, with strong academic record- Plus if degree is in economics, math, computer science, business, or another analytical field. 
• 5+ years of operational analytics, workforce planning, demand planning, resource planning, capacity modeling, customer service operations or equivalent business experience
• Robust knowledge of MS Excel, Google Sheets (or Office Suite equivalent) required
• Ability to think strategically and tactically within a dynamic, fast-paced organization
• An affinity to “talking with numbers”; inherent aptitude to quantify and support conclusions with data.
• Highly analytical, creative, and innovative approach to solving problems
• Extremely organized, meticulous, and detail oriented. 
• Ability to handle multiple priorities simultaneously
• Excellent written composition and verbal communication skills, with the ability to work in a highly cross-functional environment.
• Ability to lead discussions, presentations and influence effectively
• Positive, people-oriented and enthusiastic attitude
• Experience working in a collaborative team setting and desire to transfer knowledge.  
• SQL, R, Looker, DataStudio, BigQuery or equivalent data mining/analytics experience preferred