Wayfair Careers

Quality Analytics Manager Role

Boston, MA
Analytics - Operations Analytics


Job Description

Manager, Service Quality Analytics

 

The Quality Analytics team is looking to add a manager! This person will leverage both a technical skill set to manage a syntax development team, and creative thinking skills to shape the application of Wayfair’s speech-to-text transcription technology.  This position will be highly cross functional and will be in charge of working with a diverse set of stakeholders to understand, document, and ultimately help solve some of the most complex problems in the organization using data from customer contacts.

 

Who we are:  The Quality Analytics Team is a component of the broad Quality Assurance Team for Wayfair’s nearly 3000 person Sales & Service Organization.  Quality Analytics owns the speech-to-text translation software tools and leverages these, along with other quality assessment data points to help drive improvements in the customer experience for Wayfair.  Quality Analytics is cross-functional in its approach and collaborates with other stakeholders to find the optimal applications for analysis.  Team members are located throughout 5 different Wayfair sites, including having a footprint in the EU.

 

What you will do:

  • Work with stakeholders within the Sales and Service Organization and beyond to understand their business problems and initiatives.
  • Translate those high-level business problems into more specific questions which can then be answered by data-driven analysis into customer interaction data.
  • Document, prioritize, and plan a data exploration / development schedule under which you optimally leverage the resources of a 10+ person team and deliver valuable insights to the organization.
  • Gain a strong understanding of business context and drivers for the data to account for noise and assure any conclusion made are valid and highly defensible.
  • Help Conduct big data analysis using SQL, R, Python and other software applications (as needed).
  • Present data with a clear point of view so that insights can be used to help drive business strategy. 

Qualifications:

  • 4+ years of consulting experience, progressive supply chain experience, or experience in an analytical role with desire to learn about supply chains
  • Comfort managing and planning team activities / strong project management skills
  • Passionate about solving complex business problems
  • Highly analytical, creative, and innovative approach to solving problems
  • Degree in Engineering, Supply Chain, Mathematics, Economics or other concentrations with heavy quantitative focus strongly preferred
  • Possess an affinity for data, and resourcefulness in obtaining data when clean and or complete information is not available
  • Extensive Excel or SQL experience, bonus points for R or other programming skills
  • Experience working with cross-functional teams
  • Possess strong written and verbal cross-functional communication skills
  • Positive, people-oriented, and enthusiastic



About Us:

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.



About Us:

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.

Tag: ANLT-OA
Requisition ID: 35977