Omnichannel Analytics Manager - Design Services

Wayfair is the destination for all things home and a place that helps everyone, anywhere, create their feeling of home. Through technology and innovation, we make it possible for shoppers to quickly and easily find exactly what they want from a selection of more than 33 million items across home furnishings, décor, home improvement, housewares, and 23,000 Suppliers, and we served 24 million customers in 2021 alone.

Design Services is seeking a collaborative,  analytical-oriented manager to help drive the organization's strategic & analytic roadmap. The role will help craft and execute strategy across both Virtual and Physical Retail design programs. While our site and app experience allow for seamless self-service, our higher-value customers benefit from project sales support. Design teams establish relationships with high value customers, deliver design plans and mood boards, educate customers about Wayfair’s assortment, services, and capabilities, and proactively reach out to intercept emerging needs to help them complete their orders and projects.

We seek a motivated manager who will execute omnichannel analytics initiatives end to end and provide key inputs into the program’s long term strategic roadmap. This includes setting quarterly targets, driving monthly & weekly business reviews to analyze and action against sales trends, proactively partnering with Sales, Tech, and Analytics teams to advance the Design Services agenda, and executing medium/long-term initiatives that improve customer and designer experience and optimize workflows (enabled by process and tooling). The role will report to the head of Design Services.

What You’ll Do:

• Manage an analyst and support the the growth of virtual & physical retail through advanced reporting and strategic insights:
• Provide weekly / monthly / quarterly updates on business progress and performance against our targets
• Partner with stakeholders to create short- and long-term action plans to address underperformance and/or accelerate positive trends, with clear asks, milestones and deliverables
• Communicate progress and resolutions to partner teams and sales team members
• Provide operational support to improve performance: 
• Own and iterate on the Designer and corporate analytics arsenal (e.g., designer scorecards, utilization models, funnel metrics reporting, operational reporting)
• Concept and execute net new analytics/reporting requests from business stakeholders, and interpret results to understand business trends and make recommendations
• Act as the tools & tech liaison to the field, gathering feedback on tools, processes, and reporting to synthesize requirements and develop solutions/work with partner teams to develop solutions
• Partner with GPA on foundational data needs to triage data gaps and generate net new reporting when needed
• Partner with GRO on Designer tools and tech to ensure that Designer needs are being met and triage any issues that impede designer efficiency
• Scope and execute medium/long-term projects and initiatives that improve omnichannel operations
• Assist in scoping project initiatives, developing clear deliverables, organizing resource needs, timelines, and cross-functional involvement
• Drive execution to project deliverables, including hitting stage gate milestones, preparing / delivering updates to L4+ Sales / cross-functional teammates, incorporating feedback
• Coordinate cross-functional teams and resources, assessing and acting on tradeoffs across the business (e.g., across sales programs, tech resources)

• Help the business understand how well we are performing against our operational and financial targets

What You’ll Need:

• 5+ years of experience in analytics, reporting, strategy & operations, consulting, or similar roles with a heavy analytics focus and a proven track record of developing actionable, data-driven strategies to grow business
• Fluency developing and managing various reporting through tools like SQL, GBQ, Google Studio/Looker, Python, etc. (experience with CRM tools like Salesforce, Salesloft a plus)
• Ability to synthesize insights from data analysis, understanding trends that affect performance in the short-term and identifying long-term opportunities for improvement
• Ability to set rigorous technical / architectural standards whilst speaking the language of our business partners to influence the strategic direction for reporting, analytics, and data quality capabilities.
• Strong customer focus and the ability to recognize the impact of decisions on end users (customers and designers), and a pragmatic approach to improving business processes in scrappy & scalable ways
• Strategic thinking / problem solving, with the ability to break down complex/ambiguous problems into logical objectives, identify the data sets required to answer business questions/form hypotheses, and identify next steps implied by analyses
• Passion for working collaboratively across functions to drive operational improvements and projects. Empathetic with stakeholder (sales team) and partner (sales tech, analytics, sales performance and training, customer experience and journey) needs and perspectives to drive cohesive vision and execution
• Ability to manage processes efficiently by scoping logical steps from ideation to project completion, organizing data / materials for broad understanding, synthesizing stakeholder feedback, and delivering results on time with high quality