Risk and Insurance Manager

This position is based in our Boston headquarters. We believe in-person collaboration is a competitive advantage. Enterprise employees are typically in-office Monday through Thursday, with Fridays remote. The Wayfair Risk & Insurance team is responsible for global insurance procurement and claims/risk management. We are seeking a Risk & Insurance Manager who leads Wayfair’s liability claims team and will build the systems, processes, and programs needed to manage risk as the company’s physical stores business grows.

The role combines hands-on claims leadership with strong people management and a practical technology-minded approach to solving problems. A successful manager will develop and lead a roadmap to improve claim operations, strengthen risk transfer, and build a scalable premises liability program. They will use automation and generative AI to solve real operational problems, while developing the team to deliver through clear ownership, coaching, and effective delegation.

What You’ll Do Oversee the general liability claims team handling losses from intake through resolution, including investigation, liability assessment, claim handling or tender decisions, follow-up, escalation, settlement, and closure. Manage complex and escalated claims, working with Legal, outside counsel, insurers, third-party administrators, suppliers, and business partners. Establish consistent claim-handling practices, maintain accurate records and reporting, and ensure timely decisions and follow-through.

Identify claim trends, recurring loss drivers, and opportunities for earlier intervention, improved recovery, or loss prevention. Help to develop and implement Wayfair’s premises liability program as the physical stores footprint expands. Strengthen our risk transfer through validating insurance requirements, supplier and carrier tenders, and coordination with Legal and business partners. Use subject matter expertise and understanding of the business to identify the most important operational and risk gaps, then develop and lead a practical roadmap to address them.

Build and improve workflows, tools, and operating systems using automation and generative AI. Translate recurring problems into solutions, test and implement them, and measure whether they improve accuracy, speed, cost, or risk outcomes. Look for opportunities to simplify manual work, improve data quality, prevent missed follow-ups, and make claim and risk information more useful for decision-making. Establish and review quarterly team and department KPIs.

Use the results to identify performance gaps, set priorities, and guide improvement. Develop the team’s capacity to support a growing and increasingly complex business. What You’ll Need 3+ years handling premises liability, retail risk, product liability, or claims in a customer-facing business, with 1+ years experience in leading a team. Experience handling general liability claims, including liability evaluation, tenders, negotiations, escalations, and resolution.

Experience managing or developing a team, with the ability to delegate effectively and build employees’ skills and ownership. A track record of identifying operational problems and implementing improvements to processes, systems, or controls. Experience using and building with workflow automation and generative AI tools, such as ChatGPT or Claude, to address practical business problems. Strong judgment, organization, and follow-through across competing priorities.

Clear communication skills and the ability to work effectively with Legal, business partners, suppliers, insurers, claimants, and technical teams. Comfort using claims systems, data, and reporting tools to guide decisions and measure results. Preferred Qualifications Current claims adjuster licensure, or the ability to obtain applicable licensure after hire. Experience adjusting bodily injury claims and managing complex liability matters, including litigated or high-exposure claims.

Experience handling insurance cost modeling, claims analytics, risk transfer, or risk financing. Experience implementing automation or AI solutions in a business environment. Success in This Role Success requires more than maintaining the current operation. After learning the business and team, the Manager is expected to set priorities and deliver improvements to the systems, workflows, risk transfer practices, and premises liability program.

They should be able to move between program development and people leadership, delegate execution effectively, and remain accountable for results. 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.

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