At Wayfair, we care about our customers! Our award-winning Customer Service Team balances technology and human empathy to build customer trust and loyalty. From the time the customer orders with Wayfair through delivery to their home, our team works to make it easier than ever to shop for the home. The Customer Service Team works proactively in a fast-paced environment to monitor customer orders and ensure a seamless product transition to the customer. We are passionate about our customers and work to delight them on every interaction with Wayfair.
The Journey Improvement team supports our Customer Service centers and 2,000+ Service Consultants (SSCs) by providing analytical performance insights, identifying process improvements, and taking on strategic projects to help ensure the success of our team as we continue to scale in terms of customers and contact volume. The team is looking for a leader who will split their time between consulting with four sites (mix between Virtual and on-premise) to drive performance improvement and taking on analytical projects to help reduce site variability and improve the customer experience and operational cost-to-serve of our business center. The Manager will form a close working relationship with our local Site Directors, leveraging their problem solving, analytical, and relationship management skills to help drive excellence within Customer Service.
What You’ll Do
- Become the analytical lead for an assigned Wayfair Customer Service site, supporting ad-hoc requests and diving deeper into problem issues
- Become the subject matter expert for the assigned site
- Influence site through communication, persuasion, and analytical findings to make changes and take actions to drive greater performance
- Support ownership of site performance, balancing quantitative analysis with deep-diving into calls and site-specific issues
- Balance the multiple variables (cost, customer experience, staffing) that go into decisions within Customer Service
Example Projects
- Dive into the key components of a successful Customer Service site and help drive how to translate these commonalities across the network
- Perform a call listening analysis to determine why policies are not translating directly to performance improvement
- Deep dive into the impact of Virtual growth on Wayfair Customer Service and develop an action plan that can be shared with senior leadership on how ensure continued elevation of Customer Service despite changing work dynamics
- Help improve velocity of information within Customer Service by supporting the visualization of insights through Data Studio
- Identify root causes of customer escalation calls and work with our Specialized Service partners to reduce frequency
What You'll Need
- 2+ years experience working for a data-driven company in a role that focused on analytics, finance, consulting, process improvement, or business growth
- Bachelor’s degree in Economics, Business, Engineering, Supply Chain/Operations, or another quantitative discipline
- Possess an affinity for data, and resourcefulness in obtaining data when clean and or complete information is not available
- Willingness to learn new Customer Service data sources and build analytical skillset and Service subject matter expertise
- Ability to convert data findings to business insights without strict guidelines
- Excel, Google BigQuery, or SQL experience, bonus points for R or other programming skills
- Experience building dashboard (Tableau, Data Studio)
- Comfort being able to communicate data findings to team and partners and bridge data with business context
- Willingness to work through ambiguity
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.