Manager, Service Innovation

Wayfair LLC Boston , MA 02298

Posted 2 weeks ago

The Service Innovation team is looking to add a Manager to their group! This person will leverage a creative approach and quantitative skills to answer high-level business and strategy questions that impact the customer experience. This team is highly cross-functional and highly visible to senior leadership, solving the most complex problems from any part of the operations.

Who we are: Service Innovation team is an internal consulting group that seeks to improve the customer experience by improving people allocation, processes, and technology. The team is cross-functional in their approach, working with teams such as R&D, Transportation & Logistics, Warehouse Operations & Inventory Positioning, etc. in order to drive impactful change that benefits the customer.

What you will do:

  • Translate high-level business problems into more specific questions which can then be answered by data-driven analysis

  • Partner with various business stakeholders to identify key factors and requirements for each project, and get buy-in for project methodology

  • Develop a model to estimate the impact of a specific recommendation while controlling for factors that may introduce noise into the analysis

  • Conduct big data analysis using SQL, R, Python and other software applications

  • Present data with a clear point of view so that insights can be used to help drive business strategy

Example Projects:

  • Analyze inbound call data to root cause customer issues and prioritize efforts at reducing the first contact

  • Analyze service performance after a call is placed and develop recommendations for call routing, issue handling, resolution types, etc. to reduce follow-on calls and improve customer satisfaction

  • Work with Storefront to design, pilot, and measure the impact of a new webpage feature on customer purchase behavior

  • Develop new ideas to "Wow" the customer and measure their effectiveness, such as day of delivery tracking, in which a customer can view the delivery truck as it proceeds along its route and approaches his/her residence

  • Analyze the impact of fast deliveries vs. accurate deliveries on customer satisfaction in order to optimize delivery expectations on storefront

Qualifications:

  • 4+ years of progressive supply chain experience, consulting experience, or experience in an analytical role with desire to learn about supply chains

  • 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, including corporate and front-line teams

  • Possess strong written and verbal cross-functional communication skills

  • Positive, people-oriented, and enthusiastic

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Manager, Service Innovation

Wayfair LLC