Manager, Returns Policy and Strategy

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 $121,000 - $137,500 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 

We're 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 impact. Our 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 solutions. Together, we aim to improve returns economics, enhance customer trust, and build a reverse logistics capability that is cost efficient and data driven. 

What You’Ll Do:

• Lead the end-to-end strategy, design, and implementation of Wayfair’s 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 You’Ll 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 You’ll 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 Wayfair's 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 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 (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.