Head of Data & Visualization

About the Team

The Head of Data Visualization – Customer Service helps unlock the value of Wayfair’s data assets by working closely with data engineers and business partners to create data structures, metrics, visualizations, and self-serve data environments. The resulting products serve as one of the most important levers for imparting the company’s vision and strategy to a 4,000+ person Customer Service group.

This is an exciting opportunity to understand how many different priorities of the business come together, from customer satisfaction considerations to resolution cost containment to performance coaching strategies to incentive design. 

What you will do:

•  Understand how a portfolio of internally and externally owned Data Visualization tools work together to provide a cohesive view of the business to different service teams and levels of management across North America and Europe
•  Create governance and guardrails for externally-owned reports to ensure reporting quality and credibility
•  Work with stakeholders across the business unit, to understand the company’s current and planned strategies and translate these into short and long term plans to reflect this strategy through Data Visualizations
•  Understand user motivations and pain points with current tools and work to improve ease-of-insight-generation from current tools
•  Lead and mentor a team of technical and strategic talent who own and maintain an increasing scope of data visualization tools, including the most used dashboard across Wayfair
• Lead and mentor a team of product managers who work with Data Engineers to create and maintain the data needed to feed the Data Visualization tools, including metrics that dictate service consultant compensation
• Work with Data Engineers to create and maintain the data needed to feed the Data Visualization tools, including metrics that dictate service consultant compensation
•  Lead a quarterly process to align the next quarter’s priority projects across a diverse set of stakeholders with competing needs; Influence the quarterly roadmap of the data engineering team to get needed data structures and metrics built for the team’s products
•  Explain complex technical concepts in leadership-facing, easy-to-digest language and visuals   

Qualifications:

•  8+ years of progressive experience in roles that blend strategic and technical thinking
•  Experience making trade off decisions and aligning stakeholders with different roles and motives around a unified vision
•  Strong critical thinking—ability to understand second and third order consequences of decisions and to understand how different initiatives and strategies fit together 
•  Able to understand a highly interconnected technical and strategic landscape and ability to traverse between broad strategy and tactical details to drive results

• Experience building high visibility, durable dashboards with well-commented code, error alerts, and other best practices which allow for quick detection and correction issues  

• Experience managing and mentoring a team
• Strong written and verbal cross-functional communication skills
• Passionate about solving complex business problems

Basic Qualifications (Hard Skills): 

•  2+ years experience working in Cloud environment
•  4+ years experience in Business Intelligence or related areas.

Preferred Qualifications

• Bachelor’s degree, preferably in a quantitative field; MBA a plus 
• Experience working with incentive plan metrics a plus  

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, or genetic information.