Merchandising Operations Associates - Full-Time (11 Open Roles)

at  Wayfair

Wayfair is seeking data-oriented, enthusiastic, and self-motivated candidates for full time positions within our Merchandising Platform team in our Commercial Department.
Merchandising Platform is essential to Wayfair’s mission to offer an unparalleled customer experience in the home e-commerce space. Our mission is to make it easy to create great listings on the company’s website, at scale. Great listings drive confidence and inspiration in customers, allow suppliers to get the most value out of the Wayfair platform, thus driving a positive feedback loop that leads to more satisfied customers and suppliers. We are customer obsessed - constantly looking to understand what is adding value & solving what is adding friction to the Merchandising workflow.
Merchandising Operations Associate will have the opportunity to gain experience in core areas at the center of our merchandising & customer experience and contribute directly to the growth and success of the company. This is an ideal opportunity for individuals who are passionate about commercial business and seeking to enter the tech space for the first time and jump start a career at Wayfair.

USER GENERATED CONTENTION OPERATIONS (2 ASSOCIATES)

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.
This role owns the end-to-end review moderation and authenticity process, ensuring smooth operations and identifying areas for improvement and oversee the offshore team, monitor key operational metrics and SLAs, and become the subject matter expert on review moderation standards. You’ll 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 You’ll also 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 supplier marketing team to optimize frequency and content of outreach.

PREMIUM MERCHANDISE (SENIOR ASSOCIATE)

This role owns the end-to-end content improvement processes for our Diff 2.0 products, ensuring all available content is captured on our listings and is consistent with our high standards. This role oversees the offshore team, monitor key operational metrics and SLAs, and become the subject matter expert on the content scraping (ROOMBA) and Product Content Quality Assurance (PCQA) processes. You will serve as the primary point of contact for both internal and external stakeholders looking for support leveraging our ROOMBA and PCQA processes. 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. You will support efforts to expand and grow our content scraping operation from just select SRB products today to the broader Diff 2.0 cohort. This will include understanding the specific nuances of various grouping, designing optimal processes, and working with offshore partners to execute.

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.

WHAT YOU’LL DO:

• Analyze data, trends, and use resources to improve the quality of our merchandising catalog in order to increase customer satisfaction, trust, and site conversion rates
• Partner with cross functional teams to align on strategy and execution, including Category Management, Operations and Tech teams
• Leverage data to analyze current Merchandising processes, report on performance trends & satisfaction, and develop business cases for strategic initiatives
• Manage communication with internal and external stakeholders

TOP SKU MONITORING ROLE (ASSOCIATE)

The Top SKU Monitoring team is responsible for overseeing our most competitive high-revenue products. We monitor their performance, identify suspicious activity, and work with cross-functional teams to ensure that these high-visibility products are both protected from unintentional changes and best positioned to help our customers make an informed purchasing decision.

MERCHANDISING SUPPLIER SUCCESS ROLE (ASSOCIATE)

This team works with suppliers and cross functional stakeholders to improve supplier satisfaction with Merch interactions by providing suppliers the avenues they need to get help in the manner they prefer, execute on requests and escalations, and analyze supplier pain points to facilitate frustration de-escalation. We create visibility to sub-optimal workflows and partner with teams to improve the supplier and therefore the customer experience.

BUSINESS PROCESS OUTSOURCING ROLE (ASSOCIATE)

The Merch BPO Associate is responsible for facilitating the management of an existing offshore labor operation as well as new offshore program onboarding. This role will be key to standardizing offshore labor spend processes through the management and optimization of forecasting and tracking tools. This person will work cross-functionally with offshore stakeholders to guide them through day-to-day operations. Moreover, he/she will work closely with vendors facilitating performance improvement plans and quarterly business reviews. The role will have direct interaction with our vendors across 4 countries (India, Vietnam, the Philippines, Columbia) and key stakeholders across the org. It’s an exciting, unique role, combining partner relationships, cross-functional collaboration with other Wayfair departments, process optimization, and reporting.

PA LAUNCH PIPELINE ROLE (ASSOCIATE)

This role will be responsible for owning several processes in the SKU launch merchandising workflows and performing internal quality assurance audits of offshore process teams. This role will look to drive new process efficiencies to make sure products launch quickly with compelling merchandising and consistent high quality content according to our standards. This includes managing offshore process teams, identifying roadblocks and coming up with scrappy solutions to overcome them, working with data to monitor key performance indicators, collaborating with stakeholders on merchandising strategy, identifying value-add projects, and driving progress on existing improvement initiatives.

PRODUCT ADDITION DATA ACCURACY ROLE (ASSOCIATE)

Wayfair has millions of products in our online catalog. Many of these are especially large furniture products (like sectionals) or sets that include multiple furniture pieces (like bedroom or dining sets). These products have nuances that impact how we collect information from suppliers, merchandise the products on site, and sell and fulfill these large orders. This role is responsible for overseeing and improving the merchandising processes for these products which require increased attention. These products make up a significant percentage of Wayfair revenue and the work this team drives is highly visible across the company. This position offers the opportunity to work cross functionally, manage vendor relations, develop strong data analysis and communication skills, and optimize workflows. In this role, you will frequently interface with teams across Merchandising, Operations and Tech/ Engineering.

VISUAL MEDIA FACTORY SUPPLIER SATISFACTION ROLE (ASSOCIATE)

This role owns our supplier feedback loops for WPI imagery creation, collecting valuable supplier insights into what they do and do not like about our Wayfair imagery. You’ll be responsible for deep diving into supplier data and engaging directly with suppliers and our operations to rootcause the source of poor outcomes. You will partner with operational and QA teams to adjust and/or execute standards to continually improve our output and work with new state-of-the-art AI technologies, ensuring future outputs accurately represent products and meet our suppliers’ needs