Returns Monetization Program Manager

Wayfair continues to build industry-shaping infrastructure and capabilities in Operations to fuel growth and delight our customers. As part of this journey, we are seeking bright, curious, and high-energy project managers to execute strategic initiatives that propel Wayfair from $7B to $10B in sales and beyond.

Returns and Incident Resolutions is a key priority for our business where we work to drive cost and customer satisfaction improvements end-to-end in the return experience. We know customers don’t always love the product they receive. When they want to make a return, our goal is to make the experience worry-free and affordable in order to contribute to the company’s growth trajectory and overall profitability. We are especially focused on maximizing resale potential on returned products in an operationally efficient and scalable way. These challenges are broad, business critical, technically complex and highly cross-functional.   

We are looking for a data-driven, impact-oriented, and intellectually curious Program/Project Manager to join our Returns and Recovery team and lead our Liquidations program. The ideal candidate brings structured and logical planning, excellent communication skills, fluency in quantitative metrics and analysis, and a strong track record of cross functional team leadership to the role.

We welcome applications from diverse backgrounds and experiences (e.g., corporate, professional services, consulting, operations, analytics) in eCommerce and beyond.

What You’ll Do

• Collaborate with senior leaders & field operations across Wayfair to continually identify data-driven opportunities, build cross-functional buy-in and commitment and deliver on innovative solutions to challenging operational problems
• Apply structured planning approach to lead initiatives and evaluate progress, ensuring commitments are met and expected results are realized
• Identify program optimization opportunities working with cross-functional stakeholders from warehousing partners to engineering partners to understand value and project manage implementations
• Execute on various daily, weekly, and monthly tasks that are crucial to the advancement of the project, including scoping, executing pilot programs, analyzing results, and adjusting program strategy as needed
• Manage the support team responsible for the daily execution of our liquidations program including training, thoughtful delegation to ensure utilization, supporting issues/escalations, and ensuring quality of output. 
• Support our donations programs by managing execution of donations throughout our network
• Build and maintain relationships with liquidation buyer base and partners including developing new buyer relationships and driving performance discussions with existing buyers/partners
• Trailer pool and carrier management; build expertise in the transportation industry to support programs through a variety of warehousing options for product (i.e cross-docking, live loads, etc).
• Build relationships with operational partners (may require some travel to Wayfair warehouse operations)
• Quickly identify, communicate, and mitigate risks and roadblocks
• Partner with analysts to build and maintain KPI reporting and own understanding of performance trends and opportunity areas within the Returns business unit
• Own forecast and planning process for program
• Support ad hoc liquidation needs across our buildings including one-time or non-standard liquidation buys
• Be great to work with! We seek candidates with a positive attitude, collaborative spirit, passion for solving problems, and a sense of humor

What You’ll Need

• 3-4 years of professional experience
• A track record of taking on big challenges and delivering despite obstacles, limited resources, or landscape ambiguity
• Strong project management & structured thinking skills
• Distinctive problem-solving skills and interest in data/analytics – able to draw insights from data and translate insights into actionable solutions
• Strong oral and written communication skills, demonstrated senior presence
• Clear track record of working effectively in cross-functional team situations
• An ability to hit the ground running – a confident, entrepreneurial self-starter
• Experience working with a physical operation preferred