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 managementStrong 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. 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. Need Technical Assistance? For more information about applying for a career at wayfair, visit our FAQ page here. 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.