Must be ONSITE in Boston, MA (Monday-Thursday )

The Insights & Analytics team enables data-driven decision-making and performance management across Wayfair’s 3,500+ 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 Manager on the Business Analytics team will help in taking complex business problems and performing advanced analytics to identify the pain points that impact our customers’ experience from the time they receive a marketing email to the time an order has been delivered to their doorsteps. They will use SQL queries and visualization tools to help users understand trends and opportunities in the Customer Service space. The resulting products will serve as the backbone to a highly data-driven Customer Service organization. 

What You’ll Do:

• Collaborate cross-functionally on a global scale with product, operations and engineering teams to deliver initiatives to build the foundation for analytical framework as well as provide near term analysis for Customer Happiness index
• Perform deep-dive analysis on Customer Experience score, including the application of advanced analytical techniques, to identify root causes behind performance and provide insights around major pain points/factors
• Communicate findings with a clear point of view and compelling visualizations (using visual tools such as Looker, Data Studio, Tableau) for both executives as well as for cross lateral team, so that the insights can be used to help drive the Customer Happiness initiative
• Use analytical and quantitative skills to work with large and complex datasets, analyze ill-defined questions and develop recommendations to guide business decisions
• Partner with various business stakeholders to identify key factors and requirements for each project, and get buy-in for project methodology
• Work closely with Data Solutions and engineering teams to build visualizations for executive level KPI reporting, and implement solutions in production environment

What You’ll Need

• Bachelor’s/Master’s degree, preferably in a quantitative field (Engineering, Operations Research, Mathematics, Economics)
• Have 4+ years of experience in an analytical role and 3+ years of experience with cloud data management and SQL
• Hands on experience with data visualization tools like Looker and Data Studio, synthesizing insights using Excel or Google Sheets, conducting conduct big data analysis using Python, SQL, and Hive and creating scalable algorithms using time series and mathematical modeling to simulate impact of various trends on customer experience score, based on past performance
• Passionate about tackling complex business problems from problem definition and business-case development to implementation
• Strong written, and verbal communication skills including the ability to translate sophisticated analyses into a logical, convincing business narrative
• Ability to manage/mentor junior members, whether directly or indirectly