Who We Are
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, impact-oriented, and intellectually curious Manager to drive initiatives that deliver on these objectives, with a focus on replacement part operational improvements within the Incident Resolutions space. You will own initiatives in an end-to-end manner leveraging cross-functional teams including Operations, Product, and Customer Service.
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
- Cultivate and drive a strategic roadmap of cross-functional initiatives intended to drive replacement part operational excellence within the Incident Resolution space
- Engage with cross-functional teams (including Operations, Product, and Service) to continually identify data-driven opportunities, build cross-functional buy-in to deliver on innovative solutions to challenging operational problems within the replacement part fulfillment space.
- Design, test and roll-out a supplier performance improvement approach to drive long term replacement parts operational improvements, optimize cost and ensure a hassle-free customer experience
- Analyze data to identify, root cause and size gaps in replacement part fulfillment performance and propose strategies to mitigate risks and roadblocks
- Partner with analysts to build and maintain KPI reporting and own understanding of performance trends and opportunity areas within the Replacement Parts business unit
- Be a great teammate! We seek candidates with a positive attitude, collaborative spirit, passion for solving problems, and a sense of humor
What You’ll Need
- A Bachelor and/or Masters Degree
- Relevant experience (4+ years), preferably (but not necessarily limited to) in online retail, supply chain and/or management consulting is a plus
- Ability to thrive in a high growth, entrepreneurial, and ambiguous environment, with a proven track record of taking ownership and driving results
- Ability to develop, articulate, and execute strategy
- Effective oral and written communication skills in English (German a plus) with the ability to tailor communication style based on the audience
- Entrepreneurial self-starter who thrives in a dynamic, fast-paced data driven environment with a collaborative working style and ability to develop people
- Skilled analytical and critical thinker; someone who looks to data for answers and opportunities (GBQ and SQL are a plus)
- Strong project management skills paired with process thinking
- Challenge existing standards and advocate for improvements by setting new standards
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.