Manager, Returns Policy and Strategy
Manager, Returns Policy and Strategy
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
$ 121000 - 137500
1 Vacancy
Job Description
Must be onsite in Boston MA (Monday-Thursday)
At this time Wayfair does not provide sponsorship for employment authorization for this position.
The salary range for this position is $121000 - $137500 per year. The base salary offered may vary depending on location job-related knowledge skills and experience. Restricted stock units will be provided as part of the compensation package.
Manager Returns Policy and Strategy
Were looking for a highly strategic and operationally savvy manager to lead our Reverse Logistics and Incident Returns programs. This role sits within the broader Incident & Returns Customer Experience team which is responsible for shaping experiences that balance customer satisfaction operational feasibility and financial goal is to strengthen the economics and efficiency of returns by creating smarter more streamlined reverse flows anchored in three strategic pillars:
Smarter Incident Returns: Develop clear frameworks to determine when items should be returned versus written off balancing customer experience fraud prevention and cost efficiency while leveraging AI-driven models and rigorous analysis as the basis for evaluating these decisions at scale.
Reverse Logistics Optimization: Explore consolidation opportunities to reduce cost revamp the existing routing matrix to create greater flexibility and evaluate reverse logistics carriers to improve customer experience for strategic categories.
Continuous Improvement: Focus on fixing the basics by reducing missed pickups and exploring opportunities to strengthen customer communications through tech-enabled we aim to improve returns economics enhance customer trust and build a reverse logistics capability that is cost efficient and data driven.
What Youll Do:
Lead the end-to-end strategy design and implementation of Wayfairs incident returns policy and reverse logistics framework.
Drive process improvement by partnering with key cross-functional teams in operations customer experience technology and finance leveraging strong communication skills to identify pain points streamline workflows and uncover opportunities to implement tech-enabled solutions that improve scalability.
Shape strategy and prioritization by leading road mapping and program evolution exercises by conducting opportunity sizing quantifying return economics and supporting thoughtful prioritization of initiatives.
Conduct and present ad-hoc analyses that translate complex data into clear actionable business recommendations for broad audiences.
Build and monitor key KPIs related to reverse logistics economics incident returns and operational impact.
What Youll Need:
5 years of experience in operations supply chain or reverse logistics with at least 3 years in a management or strategy role.
Deep understanding of returns transportation logistics or supply chain processes.
Strong quantitative and analytical skills; comfortable with complex data sets and translating insights into actions.
Advanced experience with Microsoft Excel or Google Sheets SQL or GBQ and data visualization tools such as Google Data Studio (Looker Tableau or PowerBI)
Proven ability to lead cross-functional programs and deliver results in fast-paced ambiguous environments.
Strong communication and stakeholder engagement skills able to influence across levels and teams.
Why Youll Love Working at Wayfair
High-impact role with direct ownership of a mission-critical program.
Opportunity to shape industry-leading customer experiences and operational strategy.
Collaborative values-driven team that thrives on solving complex problems together.
An Important Note about Wayfairs In-Office Policy & Immigration Requirements:
All Boston-based interns Co-ops and corporate employees will be in office in a hybrid capacity. Employees will work in the office on designated days Monday - Thursday and work remotely Friday.
At this time Wayfair does not provide sponsorship for employment authorization for this position.
About Wayfair Inc.
Wayfair is one of the worlds largest online destinations for the home. Whether you work in our global headquarters in Boston or in our warehouses or offices throughout the world were 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 youre looking for rapid growth constant learning and dynamic challenges then youll find that amazing career opportunities are knocking.
No matter who you are Wayfair is a place you can call home. Were 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. Thats why were 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 ( If you have any questions or wish to exercise your rights under applicable privacy and data protection laws please contact us at.
Required Experience:
Manager
Employment Type
Full-Time
