Project Manager, Customer Service Insights - Wayfair - Return-to-Work Program

Job Locations US-MA-Boston
Project Management
Return-to-Work Program


reacHIRE is proud to partner with Wayfair for a 6-month return-to-work program starting in July 2021 designed for professionals who are returning to the workforce after a 2+ year career break. Wayfair is hiring for a Project Manager, Customer Service Insights to join their team!


Candidates who have worked in part-time roles or have done independent contracting will be considered for this opportunity. It is a cohort-based model that allows individuals to re-enter the workforce in a supported way with a group of fellow returning professionals. We provide a one-week intensive onboarding specially designed to build the skills needed to successfully re-enter the workforce. This proven approach fosters camaraderie among colleagues, builds confidence and upgrades technology and professional skills that will be invaluable throughout this next phase of their career.


Note that some of the responsibilities and areas of expertise listed below represent performance expectations to be met or skills to be gained by the end of the 6-month program. The Wayfair Return-to-Work program is designed to help candidates on-ramp and upskill. We encourage all candidates with applicable prior experience to apply!



Who we are

The Insights & Analytics team enables data driven decision making and performance management across Wayfair’s 4,000+ person Customer Service group. The team helps unlock the value of Wayfair’s data assets by working closely with engineers and business partners to create data structures, metrics, visualizations, and self-serve data environments.


The Project Manager on the Insights & Analytics team will be responsible for working cross functionally to document requirements which ultimately will dictate the Data Solutions strategy and roadmap for Wayfair’s Service organization metric management and communication strategy.  In addition to this work, this individual will be involved in strategic planning for the data platforms supporting analytics within Wayfair (ex. Looker, Data Studio Dashboards).


The individual in this role will be able to wield strong organizational and project management skills to present data to different stakeholders of varying seniority and to generate clear and concise content that makes the goals of our group’s projects clear.  This individual will also have a basic knowledge of data structures in order to enable them to help scope and size work for their technical partners and generate Business Requirements Documents (BRDs) for significant initiatives.  The resulting products will serve as the backbone to a highly data-driven Customer Service organization. 



  • Become the subject matter expert for Wayfair Service data library and potentially provide strategic input around Data Solutions’ initiatives (both ongoing and proposed) through the program.
  • Use strong written and verbal communication skills to interface with cross-functional stakeholders and both understand and document organizational needs in a way that can be translated to actional work for Data Solutions.
  • Assist with implementation of data tools within the Looker software platform consulting on both back end construction strategy and stakeholder-facing rollout management
  • Possess strong critical thinking skills to understand the best approach to analytical tools given both an understanding of those tools capabilities, the back end infrastructure, and the needs of core stakeholders.
  • Leverage agile project management disciplines for planning and execution of analytics projects, including design, prototyping, rapid iteration, development, testing and deployment
  • Proactively identify areas where advanced analytical efforts can produce a strong value add and incorporate them into the roadmap.
  • Work with the team to develop big data platforms using tools such as SQL or Google Big Query (GBQ).
  • Work closely with data visualization & data solutions teams to enhance prototypes, contribute strategically to the creation of visualizations for executive level KPI reporting, and implement analytical solutions in production environment


Longer Term Responsibilities Include:

  • Use analytical and quantitative skills to analyze ill-defined questions, build decision-support tools, and develop recommendations to guide business decisions.
  • Provide leadership on corporate initiatives and acting as a thought partner with a cross functional leadership team.
  • Manage and mentor associates and leaders; ensure the team is being challenged, exposed to new opportunities, and learning, while still being able to deliver on ambitious goals.
  • Guide and provide feedback on prototype development by Analysts and Data Engineers, be a trusted source of data and insights for the business.


  • Bachelor’s degree, preferably in a quantitative field (ex. Computer Science, Computer Engineering, Analytics, Mathematics, Statistics, Information Systems, Economics, Management or other quantitative discipline field with strong academic record)
  • Masters Degree preferred but not required
  • 4+ years of experience in an analytical role
  • 2+ years of experience and knowledge developing cloud based (GCP) data platforms to support self service analytics strongly preferred.
  • Experience in developing enterprise level data visualization and deep-dive analytical tools using technologies - or at minimum significant interest in learning data presentation and manipulation tools such as Data Studio, Looker etc.
  • Strong business acumen, analytical skills and technical abilities along with problem solving skills
  • Demonstrated success influencing senior level stakeholders on strategic direction based on recommendations backed by in-depth analysis
  • Experience designing and implementing highly visible, complex, and innovative analytical solutions
  • Experience working with Senior Leaders in a cross-functional setting
  • Comfort with and understanding of data infrastructure design and development processes
  • Analytical, creative, and innovative approach to solving problems
  • Strong written and verbal communication and the ability to tailor messages to both technical and non-technical stakeholders

About reacHIRE

reacHIRE is changing the trajectory for individuals in the workplace by partnering with forward-thinking companies. Through customized programs tailored to a company's unique business needs and culture, reacHIRE carefully selects under-the-radar, top talent who voluntarily off-ramped and are ready to on-ramp back into their career. At the end of the program, you may be eligible for full-time or extended contracting work, but it is not guaranteed. reacHIRE will provide 360 degree support along with a dedicated Program Manager to ensure your success every step of the way!


Our Returnship Program participants come from all walks of life, and so do we. At reacHIRE, the sum of our individual differences, life experiences, innovative thinking and self-expression is what makes us great. We hire exceptional talent from a wide variety of backgrounds, not just because it is the right thing to do, but because it makes us, our programs, and the forward-thinking companies we partner with stronger, better and more innovative.  Be you and reach higher.

About Wayfair

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.


If you need accommodations completing the job application, please contact


reacHIRE is unable to sponsor program participants for the duration of our Return-to-Work programs.


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