Home Services Strategy & Operations Analyst (Co-op)

July 10-Dec 15th 2023

IMPORTANT APPLICATION INFORMATION: WAYFAIR CO-OP PRIORITY DEADLINE FEBRUARY 17th All candidates who apply on or before February 17th will be reviewed and prioritized for interviews. After the priority period, we will continue the interview process for any remaining roles that have not been filled.

Creating a home you love can be overwhelming. For a customer to turn their vision into a reality they need more than furniture. Customers may need a quality handyman/woman for in-home services or a protection plan to safeguard their investment. Wayfair Home Services aspires to be the one-stop-shop for customers, offering them a stress-free place for products and services.

The Home Services team is responsible for connecting Wayfair customers with the services they need to complete their home. Each year we sell over one million services to customers ranging from furniture assembly to faucet installation to product protection plans. Our business is fast growing, and operates like a “startup” within Wayfair. As part of the team, you’ll be working in the cutting-edge of eCommerce, and in true startup mentality you’ll work on a range of challenges that span business, operations, strategy, and technology. 

What You’ll Do

• Analyze and monitor performance from both business and operational lenses
• Identify and lead 2-3 strategic initiatives/deep-dives, taking charge of priority projects from conception to execution e.g.
• Launch a new growth/product initiative using ideas from competitors, partners, and stakeholders, determining the launch requirements, and building the business case
• Identify and quantify operational cost savings opportunities through automation, gather technical requirements, and track realization of savings
• Collaborate with internal and external stakeholders (including partners and our pro network) to optimize workflow and implement process improvements
• Service the customer, by handling incident escalations, real-time problem solving, and ensuring satisfaction / issue resolution
• Leverage quantitative and qualitative analysis to support your recommendations and inform business stakeholders

What You’ll Need

• Ability to work 40 hrs a week, M-F (9-5 EST), for entire duration of July 10th-December 15th, 2023

• Pursuing a Bachelor’s degree with a distinguished academic record; quantitative degrees/majors preferred e.g. economics, engineering, business, math, statistics, physics

• Intellectually curious, strategic thinker; passionate about solving complex problems to grow a business or improve customer experience and operations

• Self-starter, high energy, and strong work ethic; thrives in a dynamic and fast-changing environment
• Strong communication skills and willingness to speak up; succinctly summarizes roadblocks, proposes potential solutions, drives towards resolution

• Strong quantitative skills; comfortable using data and analysis to support recommendations; attention to detail with excellent quality control

• Strong project management/administrative skills; ability to prioritize, escalate, and meet deadlines; process oriented with strong organizational skills
• Previous co-op or significant internship experience is strongly preferred
• Plus if you have previous experience in customer service role 

Wayfair Co-Op Program Overview

Based in Wayfair’s Boston headquarters, Our co-op program is a six-month, full-time, paid program that runs twice annually in January to June and July to December Through the co-op program, students have the opportunity to gain impactful professional experience in their major or career field of interest by fully integrating with Wayfair business units. While the majority of Wayfair co-ops join directly from an academic program, some co-ops join us from varying professional and academic backgrounds seeking a six-month professional experience. In addition to exciting project work, Wayfair co-ops have the opportunity to build their professional networks, take advantage of training offerings, and attend social events throughout the program.

An Important Note about Wayfair’s In-Office Policy:

All Boston-based interns, co-ops, and corporate employees will be in office in a hybrid capacity. Employees will work in the office on designated days, Tuesday, Wednesday, and Thursday, and work remotely the other 2 days of the week. We are continuing to monitor the evolving COVID-19 pandemic in partnership with state and local governments. 

An Important Note about Wayfair’s Vaccination Policy:

Please be advised that depending on your role and job responsibilities, you may be required to work in or travel to Wayfair Corporate offices, Technology Development Centers, and/or Contact Center locations and, as such, are required to be fully vaccinated against COVID-19. If that is the case, you will be required as a condition of employment to acknowledge The Safe Way Pledge and submit acceptable documentation and proof of COVID-19 vaccination status prior to your start date.