Senior BPO Operations Associate

This position is a hybrid in-office role that works out of our Boston HQ (Monday-Thursday will be working in office and Friday is work from home). This is not a virtual / remote position. At this time, Wayfair will not sponsor applicants for this position for the following work visas: F1-OPT, STEM OPT EAD, H-1B, H-1B1, E-3, O-1, J-1, or TN. About the role We’re looking for an analytical, detail-oriented partner to help run and improve our Merch BPO operations. You’ll turn operational and workforce data into clear reporting and practical recommendations, helping teams manage ticket queues, allocate offshore capacity, track vendor spend, and deliver a strong supplier experience. The role works closely with Merch teams, offshore partners (CEO level), Finance, Procurement and other ops stakeholders. What you’ll do

• Provide visibility into workforce capacity, headcount, utilization, overtime, and flexing across teams - help align staffing with workload.
• Build and maintain reoccurring KPI reporting on ticket volume, backlog, inflow, resolution, service levels, productivity, and supplier experience.
• Analyze SupportHub queue trends and bottlenecks, identify root causes, and recommend actions to improve turnaround time, quality, and ticket routing.
• Support BPO budget and spend governance, including vendor costs, forecasts, run rates, headcount assumptions, and planned savings.
• Maintain reliable operational data across dashboards, spreadsheets, and workforce management tools such as VNDLY; identify gaps and improve data quality.
• Partner with internal teams and BPO vendors to clarify reporting needs, resolve operational issues, and follow through on improvement plans.
• Simplify and automate recurring reports and workflows so teams can spend more time acting on insights.
• Streamline SupportHub workflows via AI and embedded automations.

What you’ll bring

• Experience in Finance/Accounting, business operations, workforce planning, vendor management
• Strong analytical skills and comfort working with large or imperfect datasets; proficiency with spreadsheets and reporting tools.
• Ability to explain trends clearly, connect metrics to operational decisions, and present concise recommendations to varied audiences.
• Strong organization and follow-through across recurring deliverables and multiple stakeholders.
• Clear written and verbal communication, sound judgment, and a collaborative approach to problem-solving.

Helpful experience: BPO or offshore operations, Finance/Accounting, ticketing or service workflows, workforce management systems, budget forecasting, and dashboard or reporting automation. Benefits & Perks - US

• Full health benefits available (Medical, Dental, Vision, HSA/FSA) on day one for eligible employees.
• No-cost access to 2nd.MD, a virtual expert medical consultation and navigation service.
• Global Traveler Health Insurance through GeoBlue.
• 24/7 access to mental, financial, physical and emotional wellbeing support, plus an enhanced offering of therapy and coaching.
• Automatic enrollment into Basic Life and Accidental Death & Disability Insurance.
• 401(k) matching with immediate vesting.
• Paid Parental Leave, Surrogacy & Adoption Reimbursement and Caregiver Services.
• Tuition Reimbursement.
• Wayfair Employee Discount.
• Gym/Fitness Discounts (Wellhub and varying regional memberships).
• Exclusive access to thousands of perks & discounts through BenefitHub.
• Yearly match up to $500 for personal donations made by employees to registered 501(c)(3) nonprofits.