Customer contacts with Wayfair’s 2000+ Sales & Service agents exhibit many different traits that have an impact on Wayfair’s KPIs. The Service Delivery Analytics team plays a vital role in exploring the data we have on those traits and defining what represents a ‘Quality’ interaction, which in turn drives strategic and tactical opportunities to improve the business. You will be part of an innovative team dedicated to developing top-notch analytical talent through problem-solving and driving the business through data analysis. You will apply analytical and data presentation skills to provide insights and recommendations addressing some of Wayfair’s most important problems.
What You'll Do
- Create and manage visualizations and dashboards to effectively communicate insights from various analyses using tools such as Tableau
- Work with stakeholders and internal data science organization to sophisticated output to field service employees in a consumable format (ex. Recommended behavior opportunities based on data science models)
- Understand, clean, and work with data from multiple sources to conduct data analysis leading to meaningful conclusions. This includes data from traditional sources as well as unstructured sources such as text-based data.
- Collaborate closely with the data science team to develop processes and productionize models
- Partner with business stakeholders to understand business process and data requirements, and to drive change within the organization based on our analysis
- Perform basic data modeling tasks and refine live models using tools such as Python and R
- Use audio transcription data to build models for various factors based on content of call (ex. Disposition codes, proxy customer satisfaction, etc.)
- Construct optimization models to weight and score the impact of generalized call behaviors which impact multiple performance metrics
What You'll Need
- 4+ years of experience in a quantitative or technical work environment
- Working knowledge of Tableau software and the ability to author content from scratch
- Strong quantitative and problem solving skills to be able to analyze large, unstructured data sets, draw out insights, proactively communicate those insights and drive business decisions
- Ability to thrive in a dynamic environment where there can be degrees of ambiguity
- Ability to analyze data using unstructured data inputs with languages such as Python or R
- SQL familiarity a plus, including motivation to learn and develop the skill-set
- Advanced degree (Masters or PhD) in Mathematics, Engineering, Economics, Statistics, Physics, Computer Science or other concentrations with heavy quantitative focus a plus
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.