Analytics Manager, Returns Strategy

Location: Boston, Massachusetts, United States

Department: Supply Chain Analytics

Team: Business & Operations

About the Role

Wayfair's Analytics Manager, Returns Strategy role in the Supply Chain Analytics department focuses on transforming reverse logistics and incident returns within warehouse and operations contexts. Based on-site in Boston, MA (Monday-Thursday), this position leads programs to enhance the economics and efficiency of returns through smarter frameworks that decide between item returns and write-offs. Emphasizing three pillars—Smarter Incident Returns, streamlined reverse flows, and AI-driven decisions—the role balances customer satisfaction, fraud prevention, operational feasibility in warehouses, and financial impact across Wayfair's supply chain. Sitting within the Incident & Returns Customer Experience team, the manager will shape experiences that optimize high-volume returns processing, leveraging data analytics to reduce costs and improve logistics efficiency. Responsibilities include developing clear policies for returns handling in fulfillment centers, preventing fraud in reverse logistics, and using AI to automate decision-making, ensuring seamless integration with Wayfair's broader supply chain operations. This strategic, operationally focused role demands expertise in warehouse logistics, returns optimization, and cross-functional collaboration to drive Wayfair's mission of efficient, customer-centric reverse supply chain management.

Key Responsibilities

• Lead Reverse Logistics and Incident Returns programs
• Develop frameworks to determine returns vs. write-offs
• Optimize returns processes for efficiency and cost savings
• Balance customer satisfaction with operational and financial goals
• Leverage AI for smarter incident returns decisions
• Analyze reverse flows to strengthen economics and streamline operations
• Collaborate with Supply Chain Analytics and Customer Experience teams
• Drive fraud prevention strategies in returns handling
• Shape policies for warehouse and logistics returns operations

Required Qualifications

• 5+ years of experience in analytics, supply chain, or logistics operations
• Proven track record leading reverse logistics or returns programs
• Strong understanding of warehouse operations and reverse flows
• Experience balancing customer experience, operational feasibility, and financial impact
• Ability to develop frameworks for returns vs. write-offs
• Expertise in fraud prevention within logistics contexts
• Proficiency in data analysis for supply chain optimization
• Bachelor's degree in Supply Chain, Operations, Analytics, or related field

Preferred Qualifications

• Experience leveraging AI/ML in returns or logistics decision-making
• Prior work in e-commerce reverse logistics
• Advanced degree in Operations Research or Data Science
• Familiarity with Wayfair's supply chain ecosystem

Required Skills

• Supply chain analytics
• Reverse logistics expertise
• Data analysis and visualization
• AI/ML for decision frameworks
• Fraud detection and prevention
• Operations optimization
• Warehouse returns management
• Customer experience balancing
• Financial modeling for logistics
• Strategic policy development
• Cross-functional collaboration
• SQL and data querying
• Excel and advanced analytics tools
• Problem-solving in high-volume operations
• Communication and stakeholder management

Benefits

• On-site in Boston, MA with hybrid Monday-Thursday schedule
• Competitive salary and performance-based incentives
• Comprehensive health, dental, and vision insurance
• 401(k) matching and employee stock purchase plan
• Generous paid time off and parental leave
• Professional development and tuition reimbursement
• Employee discounts on Wayfair products
• Wellness programs and gym membership reimbursements

Wayfair is an equal opportunity employer committed to diversity and inclusion.