Customer review Operations Manager

    • Boston, MA

Review Capture Operations – Operations and Analytics Manager

Wayfair’s mission to offer “a zillion things home” presents a key challenge: how to show the customer which of the zillion things she’ll love. A key opportunity area for Wayfair is quickly identifying high potential SKUs and investing in their growth. Thus, we are building an operations & analytics team dedicated to capturing product reviews – a tried and true approach for building customer confidence.

This is an opportunity to get in at the ground floor of a new, exciting initiative that will be scaling significantly over the coming years. We need ambitious, collaborative, operationally-minded team members to drive us forward.

What you will do:

●Lead a high-visibility team that manages multiple review capture programs – both internally and with cross-functional partners – to scale and identify strategic opportunities for review capture

●Have an immediate and lasting impact on Wayfair’s strong top-line growth

●Be solution oriented and able to take an ambiguous idea and formulate sound decision making

●Use data and analytics to measure program successes and identify opportunities to improve

●Use your creativity to identify and advocate for innovative improvements to review capture programs

●Collaborate with category management to deliver first-class experiences to Wayfair’s suppliers and customers

●Interact directly with suppliers (including occasional travel for trade shows) to enable sound operational processes

●Stay organized while pivoting and refining strategies as priorities evolve overtime


Job Requirements:

●Bachelor’s degree from top school; MBA or relevant graduate education a plus

●3+ years’ experience in ecommerce or a relevant professional field (management consulting or other professional services a plus)

●Proven track record in taking ownership to deliver results within a fast-paced environment

●Willing to dive deep to obtain a strong understanding of business strategy and financial goals

●Effective verbal and written communicator able to operate clearly in an ambiguous environment

●Technical background or technical orientation (experience with SQL or other programming language a strong plus)

●Extensive knowledge of Excel required

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