Analytics Manager, Returns Strategy

Analytics Manager, Returns Policy and Strategy

Must be on-site in Boston, MA (Monday-Thursday) At this time, Wayfair does not provide sponsorship for employment authorization for this position.

We're looking for a highly strategic and operationally savvy manager to lead our Reverse Logistics and Incident Returns programs. This role sits within the broader Incident & Returns Customer Experience team, which is responsible for shaping experiences that balance customer satisfaction, operational feasibility, and financial impact.

Our Mission

Our goal is to strengthen the economics and efficiency of returns by creating smarter, more streamlined reverse flows, anchored in three strategic pillars :

• Smarter Incident Returns : Develop clear frameworks to determine when items should be returned versus written off, balancing customer experience, fraud prevention, and cost efficiency, while leveraging AI-driven models and rigorous analysis as the basis for evaluating these decisions at scale.
• Reverse Logistics Optimization : Explore consolidation opportunities to reduce cost, revamp the existing routing matrix to create greater flexibility, and evaluate reverse logistics carriers to improve customer experience for strategic categories.
• Continuous Improvement : Focus on fixing the basics by reducing missed pickups and exploring opportunities to strengthen customer communications through tech-enabled solutions.

Together, we aim to improve returns economics, enhance customer trust, and build a reverse logistics capability that is cost efficient and data driven.

What You'll Do

Lead the end-to-end strategy, design, and implementation of Wayfair's incident returns policy and reverse logistics framework.

Drive process improvement by partnering with key cross-functional teams in operations, customer experience, technology and finance, leveraging strong communication skills to identify pain points, streamline workflows, and uncover opportunities to implement tech-enabled solutions that improve scalability.

Shape strategy and prioritization by leading road mapping and program evolution exercises by conducting opportunity sizing, quantifying return economics, and supporting thoughtful prioritization of initiatives.

Conduct and present ad-hoc analyses that translate complex data into clear, actionable business recommendations for broad audiences.

Build and monitor key KPIs related to reverse logistics economics, incident returns, and operational impact.

What You'll Need

5+ years of experience in operations, supply chain, or reverse logistics, with at least 3 years in a management or strategy role.

Deep understanding of returns, transportation logistics, or supply chain processes.

Strong quantitative and analytical skills; comfortable with complex data sets and translating insights into actions.

Advanced experience with Microsoft Excel or Google Sheets, SQL or GBQ, and data visualization tools such as Google Data Studio (Looker, Tableau, or PowerBI).

Proven ability to lead cross-functional programs and deliver results in fast-paced, ambiguous environments.

Strong communication and stakeholder engagement skills able to influence across levels and teams.

Why You'll Love Working at Wayfair

High-impact role with direct ownership of a mission-critical program.

Opportunity to shape industry-leading customer experiences and operational strategy.

Collaborative, values-driven team that thrives on solving complex problems together.

An Important Note about Wayfair's In-Office Policy : All Boston-based interns, Co-ops, and corporate employees will be in office in a hybrid capacity.

Employees will work in the office on designated days, Monday - Thursday, and work remotely Friday.

Assistance for Individuals with Disabilities Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities.

As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations.

If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accommodations for Applicants form.

About Wayfair Inc. Wayfair is one of the world's largest online destinations for the home. Whether you work in our global headquarters in Boston, 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.