Job Description

The salary range for this position is $104,500 - $115,500 per year. The base salary offered may vary depending on location, job-related knowledge, skills, and experience.

This position is a full-time, hybrid, in-office role that works out of our Headquarters in Boston, MA (this role is not a virtual / remote position). M/F WFH, Tuesday- Thursday in office.

Wayfair is reinventing the way people shop for their homes and providing relentless customer focus along their journey with a best-in-class Customer Service experience. In support of this vision, we are implementing AI and Automation across our Quality environment. 

The Workforce Tech Enablement team is looking for a Senior Analyst who can support the configuration, management, and optimization of Wayfair’s Automated Quality software suite (Level AI). This role involves customizing the software to meet evolving business needs, developing actionable reporting solutions, and collaborating with internal teams and third-party vendors. The ideal candidate will leverage their technical and analytical expertise to support seamless integration and expansion into new quality use cases. Their work will directly contribute to continuous improvement in quality processes and customer experience.

What You'll Do

• You will be responsible for the design, configuration, and administration of our Conversational AI based quality technology (Level AI).
• You will be the liaison between business stakeholders and the vendor to test and troubleshoot existing technical issues, using product and domain knowledge to offer solutions and workarounds.
• You will collaborate with business leaders and stakeholders to align on requirements and new product use cases to contribute to the quality automation strategy
• You will work closely with Wayfair’s Quality and Create teams to analyze quality and conversation trends, focusing on driving data integrity and best practices for usage of the tool and data.
• You will configure, manage, and enhance out-of-the-box reporting to enable data access so we can track overall performance, status, and KPI/metrics
• You will work closely with training and change management personnel to implement new changes and ensure that the adoption of the tech successfully reaches end-users.
• You will administer the ongoing requirements of the new tool and sunset the existing legacy technology and processes.
• You will develop knowledge and experience of related third party technologies to expand skills and provide additional support & coverage to the team members

What You'll Need

• 1+ Years of Vendor management experience, working directly on requirements definition, planning, and implementation with SaaS / Third Party vendors. 
• 1-2 years of project management experience, working with cross functional teams to implement and administer new technologies and programs across diverse end-user populations. 
• 1-2 years of managing stakeholders globally to align requirements and end results, including managing an ongoing prioritization backlog. 
• 2+ years of experience in the field of Quality, Call Center Operations, and/or Customer Service, including working with operations metrics and applications. 
• Experience with data analysis and data backed problem solving.
• Experience working inside an Agile environment and using source control tools.
• Experience with industry recognized Automated Quality software suites.
• Experience with Conversational and/or Generative AI products.
• Experience working with APIs and integrations between applications.

Assistance for Individuals with Disabilities
Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form .

 
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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 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 ( 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. 

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