User Generated Content - Merchandising - Sr. Associate

Wayfair UGC Strategy And Operations Role

This is a hybrid role based out of our Boston office (4 days / week in office, 1 day / week remote). 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.

User generated content (UGC) - e.g. the reviews and photos we receive from customers - is essential to Wayfair's mission to offer an unparalleled customer experience in the home e-commerce space. Customers rely heavily on this content to build trust when making a purchase, and as such improvements in content capture rates or content utilization on site drive large 7 or 8 figure bottom-line impacts. This role offers a unique opportunity to help shape a company-wide priority : ensuring customer voices are captured and surfaced in ways that benefit both shoppers and suppliers. It combines hands-on operational ownership with influence over our long-term tech direction. To achieve this, we're seeking an analytical, motivated individual to support and enhance our UGC strategy and operations.

What You'll Do :

• Own the end-to-end operational execution for key new initiatives including managing the day-to-day operations and reporting metrics for programs like the pre-purchase RFR (Reviews for Rebates) and designing and executing the strategic review coverage plan (for key SKU cohorts including PBSI / SRB SKUs) to maximize capture and identify new levers for growth.
• Serve as the primary point of contact for both internal and external stakeholders leveraging our Review Acceleration Programs. You will be responsible for process ownership, proactively identifying workflow bottlenecks, and implementing initiatives to streamline operations across multiple cross-functional teams.
• Proactively identify high-impact opportunities to improve review capture rates. Build compelling business cases to secure engineering and cross-functional buy-in, rigorously track project success against defined KPIs and metrics, and proactively identify and resolve trending issues in partnership with relevant teams.
• Develop, implement, and analyze customer communication / marketing strategies (e.g., A / B tested email campaigns) to maximize review submission rates and enhance the overall customer review journey.
• Partner with analytics teams to build comprehensive standard reporting for the UGC function (capture, coverage, utilization). Conduct deep-dive analyses as needed to derive insights and deliver actionable, data-driven recommendations.

What You'll Need :

Benefits & Perks - US :