Analytics Manager, Customer Journey
**Overview:** Wayfair's Journey Optimization team is seeking an Analytics Manager to drive business impact by applying advanced analytical techniques and collaborating with stakeholders across functions. As a leader in this role, you will build and own execution strategies, partner with cross-functional teams, and develop a team of analysts. **Responsibilities:** • Build and own execution strategies that move the team from problem state to desired outcomes, driving measurable results against KPIs/OKRs. * Translate complex, ambiguous problems into structured project plans and proactively identify downstream impacts to ensure sustainable solutions. * Partner across Product, Operations, and Service teams to design and implement initiatives that improve both customer and agent experiences. * Lead and develop a team of analysts, setting a high bar for performance, delivering clear feedback, and fostering a strong team culture. * Serve as a trusted thought partner to leadership by scoping ambiguous problems, influencing senior stakeholders, and representing your team when needed. * Create reporting and decision models that translate KPI shifts and customer insights into actionable recommendations for system iterations, automation, and operational improvements. * Stay current on industry trends, competitor strategies, and product innovations to benchmark and elevate Wayfair Service. **Qualifications:** • 5+ years of experience in strategy, consulting, analytics, operations, or customer experience in a high-growth environment, with proven success in delivering results with agility. * Demonstrated ability to scope ambiguous problems, apply structured, hypothesis-driven approaches, and make independent decisions with strong business judgment. * Strong leadership skills with experience coaching, mentoring, and inspiring high-performing teams, while fostering development and building team culture. * Exceptional communication and storytelling skills; able to defend recommendations, gain buy-in, and influence outcomes across stakeholders. * Comfort working with imperfect or incomplete data, demonstrating creativity and resilience in problem-solving. * Advanced Excel and SQL skills are needed; proficiency in Python, BigQuery, or business modeling is good to have. * Passion for transforming customer experiences, identifying risks, and proactively creating solutions that build long-term trust. **Benefits:** • Competitive salary and benefits package • Opportunity to work with a dynamic and innovative company • Collaboration with a talented and diverse team • Professional development and growth opportunities • A strong focus on work-life balance and employee well-being • A commitment to diversity, equity, and inclusion Apply tot his job