Who We Are

User generated content (UGC) - e.g. the reviews and photos we receive from customers - is essential to Wayfair’s mission to offer an unparalleled customer experience in the home e-commerce space. Customers rely heavily on this content to build trust when making a purchase, and as such improvements in content capture rates or content utilization on site drive large 7 or 8 figure bottom-line impacts.

To achieve our mission, we need an analytical and motivated individual to help manage our operations. This will include overseeing and optimizing our review moderation & authenticity processes, as well as our Supplier Review Programs, which include: (i) Supplier-Funded Reviews (SFR) (suppliers fund $5+ post-purchase rebates), (ii) Tried and True (T&T) (top reviewers offered free products in exchange for honest “rating + comment + photo” reviews, with suppliers funding the product + shipping costs), and (iii) Bazaarvoice (3rd party syndication). 

What You’ll Do

• Own the end-to-end review moderation and authenticity process, ensuring smooth operations and identifying areas for improvement. 
• Oversee the offshore team, monitor key operational metrics and SLAs, and become the subject matter expert on review moderation standards
• Serve as the primary point of contact for both internal and external stakeholders looking for support leveraging our Supplier Review Programs. You will oversee the overall process, working closely with multiple cross-functional teams to address incoming requests. In addition, you will identify and implement initiatives to streamline and improve the overall process going forward 
• Support efforts to expand and grow Supplier Review Programs. This will include  (i) putting together a review acquisition playbook outlining how suppliers can leverage our reviews programs for different types of SKUs; (ii) work with marketing team to optimize frequency and content of outreach e.g. email, push notifications to maximize review capture in those channels
• Work with our analytics and data teams to build comprehensive standard reporting across the UGC function on review capture, coverage, and utilization
• Run ad hoc analyses as needed, deriving insights and making data-driven recommendations

What You’ll Need

• 1+ years of experience with ecommerce, project management, analytics is preferred
• Ability to communicate complex ideas clearly and precisely, strong written and verbal communication skills with external and cross-functional internal stakeholders
• Innovative problem-solving skills to dissect and determine root causes of problems
• Highly analytical, including experience with analyzing and interpreting data sets directly (high Excel proficiency is a must, experience with SQL preferred) 
• Ability to effectively prioritize and juggle multiple competing priorities for self and team
• Strong work ethic, highly motivated self-starter, and extremely organized

About Wayfair Inc.

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, genetic information, or any other legally protected characteristic.

Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at dataprotectionofficer@wayfair.com.