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Senior Business Analyst, Global Forecasting

At this time, Wayfair does not provide visa sponsorship for employment authorization for this position.

Must be on-site in Boston, MA (Monday-Thursday)

The Contact Forecasting team at Wayfair is central to our global service transformation. We build sophisticated machine learning models to predict customer demand across calls, chats, SMS, and email. Our forecasts ensure the right agents are available at the right time, directly impacting service levels, staffing efficiency, and the overall customer experience.

As a Senior Analyst, you will analyze global demand and customer behavior to determine staffing needs. You will partner with operations and leadership to translate data into actionable recommendations, maintaining the dashboards and models that drive our operational readiness.

What You’ll Do

+ Collaborate with Workforce Management, Product, and Data Engineering to align on forecast assumptions and account for upcoming business or product changes.

+ Build dashboards and prototypes that translate complex datasets (volumes, supply chain performance, and promotional signals) into actionable insights.

+ Conduct ad hoc investigations into forecast variances, demand drivers, and model performance to explain "the why" behind volume spikes or drops.

+ Present data-backed recommendations to large audiences, highlighting capacity risks and providing solutions to mitigate service impacts.

+ Automate manual forecasting workflows and develop sustainable performance management practices to improve efficiency and accuracy.

+ Operationalize KPIs for contact volume accuracy, model bias, and workforce planning outcomes.

What You’ll Need

+ Bachelor’s degree in a quantitative field

+ 2+ years of professional experience

+ Advanced experience with Microsoft Excel or Google Sheets, SQL or GBQ, and data visualization tools such as Google Data Studio (Looker, Tableau, or PowerBI)

+ Team-first attitude with enthusiasm for cross-functional collaboration

+ High attention to detail and proven ability to manage multiple, competing priorities simultaneously

+ An entrepreneurial spirit and mindset; you must be adaptable and comfortable with chang

An Important Note about Wayfair's In-Office Policy:

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.

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 (https://docs.google.com/forms/d/1ElBqKaQYGR9j0NiQHQYCGbHkqKqN746Nk62pI32IyLU) .

Need Technical Assistance?

For more information about applying for a career at wayfair, visit our FAQ page here (https://www.aboutwayfair.com/careers/careers-faq) .

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 [email protected].