Manager, Reverse Logistics Optimization

Wayfair is looking for an intellectually curious and self-motivated individual to reimagine our Reverse Logistics process (i.e. returns!). In this role, you will be on the team responsible for improving our returns process at multiple touchpoints and leading the analysis into how we measure our end-to-end success.   

You will help identify and lead investigations into particular areas of the Returns process that will improve customer experience, stabilize our network, and improve recovery outcomes . As a senior analyst, you would be involved in the development and optimization of the visibility into our end-to-end Returns Process (e.g. from customer delivery through resale of the product) - from ideation through execution, you would be a part of a cross-functional team that includes Operations, Product, Engineering, Customer Service, and Data Solutions. 

The ideal candidate brings structured and logical thinking, effective verbal and written communication skills, fluency in quantitative analysis, 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. 

Some background on the Returns & Incidents Resolution team:

Wayfair grew at a breakneck pace in 2020 ($14B, 55% growth) and continues on this upward trajectory. On pace with our outbound growth, we expect to see an influx of return packages, growing both in volume and value and are looking to grow our team to support this uptick. In 2021, our focus will be threefold - delivering exceptional customer return experiences,  eliminating unnecessary cost and ensuring sustainable return product management. Come join our team to make a difference in this largely unexplored space within Wayfair.

What you will do: 

• Own the roadmap and strategy for Reverse logistics optimization for Wayfair NA
• Drive analysis and insight into operational pain points, identifying opportunities for further investigation along the entire end-to-end Returns process 
• Define new metrics to measure success, use analytical tools to highlight work, and continually monitor health of the business 
• 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 diverse set of 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, empathy and a sense of humor 

Who you are: 

• 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 a thirst for finding opportunities in a data driven ways
• Strong oral and written communication skills 
• Track record of working effectively as part of a functionally and culturally diverse team