Senior Analyst, Returns & Incident Resolutions
Returns and Incident Resolutions 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. When these things happen, our goal is to make the experience worry-free and affordable, contributing to the company’s overall profitability and growth. Our Incident Resolutions team works with counterparts across Operations, Product, and Customer Service to drive new approaches and processes that deliver end-to-end cost and customer experience improvements. This work is business critical, complex, and highly cross-functional.
We are looking for a data-driven and impact-oriented Senior Analyst to help drive initiatives that deliver on these objectives. The ideal candidate brings structured and logical thinking, fluency in quantitative analysis, strong communication skills, and ability to take a leadership role to influence multiple teams. We welcome applications from diverse backgrounds and experiences (e.g., corporate, professional services, finance, consulting, operations, analytics) in e-commerce and beyond.
What You'll Do
- Support cross-functional initiatives to deliver cost or customer experience improvements within the Incident Resolutions space
- Own Incident Resolutions KPIs, tracking and communicating out trends and looking for opportunities to optimize performance
- Develop new approaches to resolve incidents, collaborating with operations and Product/Engineering on business cases and leading execution of pilots
- Solve problems critical to the long-term health of our business: identify trends, define the problem, structure analyses, distill insights into innovative recommendations, and communicate across our stakeholders
- Collaborate with senior leaders, technology teams, and field operations across Wayfair to continually identify opportunities, build sophisticated analytical models, and drive impact
- Be great to work with! We seek candidates with a positive attitude, collaborative spirit, and a sense of humor
What You'll Need
- 2-4 years of professional experience
- Bachelor’s degree required. A focus in Economics, Mathematics, Finance, Physics, Engineering, or other concentrations with a quantitative focus preferred
- Fluency in quantitative and analytical tools required (e.g., Excel, SQL, etc.)
- Strong entrepreneurial energy and ownership mindset
- Proven record of taking on big challenges and delivering despite obstacles, limited resources, or landscape ambiguity
- Distinctive problem-solving skills and love for data analytics
- Strong oral and written communication skills
- Track record of working effectively as part of a team
About Wayfair Inc.
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.