Wayfair: Senior Manager, Service Innovation – Customer Risk
4 Copley Place - Floor 7
Boston, MA 02116


Who We Are

Service Innovation team is an analytics group embedded within our Service Organization that seeks to improve the customer experience by using big data and corresponding analyses to improve people allocation, processes, and technology. The team is cross-functional in their approach, working with teams such as R&D, Transportation & Logistics, and Warehouse Operations & Inventory Positioning
in order to drive change that benefits Wayfairs customer base. The Service Innovation team

What you will do

  • Have a General Management approach towards Global Customer Risk Management of Wayfair
  • Own development and execution of Global Customer Risk road map
  • Organize and coordinate work streams for key partners of Customer Risk Organization esp. Order Loss Prevention, OPI, Finance and Security Team
  • Be the single point of contact for scaling up, training, designing performance management KPIs of the front-line team in partnership with the specialized customer services team
  • Leverage big data and quantitative skills to answer high-level business and strategy questions that impact the customer experience
  • Manage a team of Sr. Analysts within the Service Innovation Customer Risk Team
  • Develop ad-hoc statistical models to estimate the impact of a specific recommendation while controlling for factors that may introduce noise into the analysis
  • Own the ongoing analyses and strategy for keeping up with the Wayfair and industry fraud trends and potential risk mitigation strategies

What youll need

  • 6+ years post Bachelors or 4+ years post advanced degree work experience in an analytical, client facing role in a fast paced environment like consulting, e-commerce/technology company or startup
  • MBA or Masters in a quantitative field like Data Science, Mathematics, Statistics, Economics or Information System strongly preferred
  • Extensive Excel or SQL experience; R, Python or other programming skills preferred
  • Experience building and managing a team
  • Knowledge of data warehousing concepts and best practices; understanding of data flow from source systems into the BI data warehouse
  • Experience with data extraction, manipulation and blending across different data sources; ability to identify and troubleshoot data flow and/or ETL challenges
  • Familiarity with different database schemas (structured & unstructured), ETL processes, ability to
    work with large data sets
  • Passionate about solving complex business problems
  • Highly analytical, creative, and innovative approach to solving problems
  • An affinity for data, and resourcefulness in obtaining data when clean and or complete information is
    not available
  • Experience working with cross-functional teams, including corporate and front-line teams

About Us
Wayfair is one of the worlds 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, were 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 youre looking for rapid growth, constant learning, and dynamic challenges, then youll find that
amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. Were 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. Thats why were 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.