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Wayfair Strategic Projects Manager, Incidents Prevention in Boston, Massachusetts

<p><span style="font-weight: 400;">Wayfair seeks a self-starting, impact-oriented Customer Experience Lead to join the Incidents Prevention team.</span></p>


<p><span style="font-weight: 400;">Our Incidents Prevention team is responsible for ensuring Wayfair delivers products the customer expects, every time. We strive to drastically reduce the number of problems that arise as a product makes its way to the customer’s home. We want to reduce customer incidents to near-zero levels – whether they are damages, defects, lost items, missing parts, etc. – to provide the best customer experience possible and further fuel Wayfair’s growth and profitability. This challenge is one of the most business critical, technically complex and interconnected opportunities we face. In addition to working extensively with our external partners (suppliers, carriers), we are plugged into every department within the company – from merchandising to data science to marketing.</span></p>


<p><strong>What You’ll Do</strong></p>


<li style="font-weight: 400;"><span style="font-weight: 400;">Structure a vision and roadmap for post-order customer experience improvement efforts, with the goal of lowering our incidence rates and associated cost profile (for Wayfair and our supplier partners), while enhancing the experience we offer to our most critical asset - our customers</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Pull and analyze data sets that touch every aspect of Wayfair operations to identify new opportunities to improve our post-order customer service policies to avoid issuing costly resolutions for orders when not necessary, while not sacrificing on the customer experience for those that have been impacted by an imperfect order</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Scope projects to test, refine, and scale innovative solutions to difficult operational challenges, partnering with customer service teams to execute</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Structure and lead problem solving sessions with senior, cross-functional stakeholders to understand broad strategic requirements from the business, prioritize the opportunities we see in the data, develop innovative levers to tackle those opportunities, and set targets for impact</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Engage directly with Wayfair’s supplier partners to provide consultative incidence reduction support as appropriate, potentially including travel to supplier sites or Wayfair operational facilities</span></li>



<p><strong>What You’ll Need</strong></p>


<li style="font-weight: 400;"><span style="font-weight: 400;">A Bachelor's Degree required, Master’s Degree a plus</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">5+ years of relevant experience (e-commerce, consumer goods, or management consulting preferred)</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Innovative problem-solving skills - identify opportunities to improve existing customer service policies, create business cases to size and structure opportunities, develop creative solutions, and partner cross-functionally on implementation</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">An analytical mindset and comfort with drawing insights from large data sets – proficient in Excel, experience with database query languages (Google Big Query, SQL, etc.) and visualization software (e.g., Google Data Studio, Looker) a plus</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Articulate and persuasive communication skills, both written and verbal</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Demonstrated senior presence and a track record of successful relationship management and negotiation skills</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">A track record of taking on big challenges and delivering despite obstacles and limited resources</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">An ability to hit the ground running – a confident, entrepreneurial self-starter</span></li>

<li style="font-weight: 400;"><span style="font-weight: 400;">Experience effectively managing others preferred</span></li>


<p><br><br></p><div class="content-conclusion"><p><strong>About Wayfair Inc.</strong></p>

<p>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.</p>

<p>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.</p></div>