Senior Analyst, Returns and Incident Resolutions

Boston, MA

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Wayfair Inc.
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Posted 1 month ago

Senior Analyst, Returns and Incident Resolutions

Wayfair continues to build industry-shaping infrastructure and capabilities in Operations to fuel growth and delight our customers. As part of this journey, we are seeking bright, curious, and high-energy analytics professionals to power strategic initiatives that propel Wayfair from $10B to $20B in sales and beyond.

Returns and Incident Resolutions is a key priority for our business where we work to drive cost savings and customer satisfaction improvements in the end-to-end return experience. We know customers don’t always love the product they receive. Our goal is to make the return experience worry-free and affordable while maximizing Wayfair’s resale potential in an operationally efficient and scalable way. All impact driven by these efforts directly contributes to the company's growth trajectory and overall profitability, enabling us to offer even more competitive prices to our customers on site. These challenges are broad, business critical, technically complex and highly cross-functional.   

We are looking for data fluent, impact-oriented, and intellectually curious Senior Analysts to join our Returns and Recovery team. The ideal candidate can use data analytics to build strategic direction, has excellent communication skills, fluency in data retrieval/analysis/visualization tools (SQL, Excel, etc.), and brings a strong track record of cross functional collaboration to the role.

We welcome applications from diverse backgrounds and experiences (e.g., corporate, professional services, consulting, operations, finance, analytics) in eCommerce and beyond.

What You’ll Do

  • Utilize data to aid in solving problems critical to the long-term health of our Wayfair business: define/understand the problem, structure analyses, retrieve and aggregate data, execute analyses, distill insights, communicate insights and impact considerations, etc.
  • Collaborate and present analysis/insights to senior leaders, technology teams and field operations across Wayfair to continually identify opportunities, build sophisticated analytical monitoring, and drive impact
  • Use data to identify, communicate, and mitigate risks and roadblocks within a program
  • Partner with Business Intelligence counterparts to build ongoing data visibility crucial to sustainability of efforts
  • Own core business reporting, dashboards, and communications streams with business partners and senior management
  • Build relationships with cross functional partners
  • Be great to work with! We seek candidates with a positive attitude, collaborative spirit, passion for solving problems, and a sense of humor



  • 2-4 years of professional experience working in a business analyst, data analyst or statistical analyst role
  • Quantitative academic experience (e.g., Economics, Mathematics, Physics, Engineering)
  • Distinctive problem-solving skills and love for data/analytics
  • Strong oral and written communication skills
  • Clear track record of working effectively in team situations
  • Strong entrepreneurial energy and ownership mindset
  • Strong project management & structured thinking skills
  • Distinctive problem-solving skills and love for data/analytics – able to draw insights from data and translate insights into actionable solutions
  • Fluency in quantitative and analytical tools (e.g., Excel, SQL, etc.)
  • Willingness to take on ambiguous problems and bring structure and insight through data visibility
Job tags: Analytics Ecommerce Finance