Who we are:

The Insights & Analytics team enables data driven decision making and performance management across Wayfair’s 4,000+ person Customer Service group. The team helps unlock the value of Wayfair’s data assets by working closely with engineers and business partners to create data structures, metrics, visualizations, and self-serve data environments.

The Senior Manager of STO Effectiveness on the Insights & Analytics team will be responsible for metric governance, executive facing visualization strategy, and process management of organization-wide reporting ceremonies.  In addition to this work, this individual will be involved in strategic planning for the data platforms supporting analytics within Wayfair (ex. Looker, Data Studio Dashboards).

The individual in this role will be able to wield strong organizational and project management skills to present data to different stakeholders of varying seniority and to generate clear and concise content that makes the goals of our group’s projects clear.  This individual will also have a basic knowledge of data structures in order to enable them to help scope and size work on key artifacts such as dashboard creation and report automation.  The resulting products will serve as the backbone for leadership’s visibility into to a highly data-driven Customer Service organization. 

What you will do:

• Assist in redefining how the Service STO measures our business and drives results: manage process for new metric creation along with key reporting ceremonies (weekly, monthly, and quarterly).  Leverage broad quantitative understanding of the business to help steer the organization towards its goals
• Challenge to excel - Implement business and process improvements that identify and drive improved business performance.  Streamline data visualization and sharing protocols across multiple levels of the organization.
• Build a high performing, dynamic team: Lead a dynamic team that works closely with executive leaders of our supplier partners, and other Wayfair teams, and are able to execute on your vision and category specific strategies in the context of rapid growth.
• Influence a diverse set of internal stakeholders.  This requires building relationships, sharing your vision while understanding others, and collaborating with other teams to drive success.

Who you are:

• 5+ years relevant experience, preferably in one of the following areas: banking, strategy consulting, e-commerce or an internet sector with significant operational components
• Experience in retail, supply chain, logistics, or eCommerce; with a strong and demonstrable interest in leading global operations strategy for a large and growing business
• Thrives in a high growth, entrepreneurial, and ambiguous environment
• Proven experience directly managing high-performance, analytical teams, to consistently meet KPI goals
• Proven experience and passion for working across functions and with c-level leaders, synthesizing multiple points of view and owning a coherent action plan, all while negotiating and influencing others
• Persuasive communicator, able to earn the trust and buy-in of senior executives
• Strong analytical experience, and comfortable operating with large data sets to generate insight and actionable conclusions
• Proven track record of leadership, taking ownership and driving results
• Strong written and verbal communication and the ability to tailor messages to both technical and non-technical stakeholders
• Bachelor’s degree, preferably in a quantitative field (ex. Computer Science, Computer Engineering, Analytics, Mathematics, Statistics, Information Systems, Economics, Management or other quantitative discipline field with strong academic record)
• Masters Degree preferred but not required