Analytics Manager, Returns Strategy

Wayfair LLC • Boston, MA

68d • Hybrid

About The 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.

Requirements

• 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.

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Furniture, Home Furnishings, Electronics, and Appliance Retailers
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees