Home Depot Senior Analyst, Site Operations in Atlanta, Georgia
At HomeDepot.com, our award-winning e-Commerce team is blazing a trail of retail shopping innovation by leveraging cutting-edge technology with our 2,200+ store locations and a relentless focus on customer service. We are on a mission to provide the world’s best interconnected shopping experience; and to do so, we need more dreamers, innovators and big thinkers passionate about reimagining the future of retail. Interested in making history with us? If so, apply today to experience what it’s like to be a part of our HomeDepot.com team. Who knows? Your next big idea may just change the future of retail!
The Sr. Analyst, Site Operations is part of The Home Depot's (THD) Interconnected Experience team. The purpose of this position is to provide an effective link between User Generated Content (UGC) programs, Customer Care, Brand Advocates and Vendors, in order to provide the best experience for the customer. This position requires experience with 24/7 monitoring of an eCommerce site, usage of tools to identify customer issues, ability to manage, triage, and resolve high priority production issues, translating customer issues into IT and product requests. Analyze the business Key Performance Indicators (KPIs - e.g. engagement, orders, revenue, conversion etc.) consistently to make sure programs are performing optimally. Create SLA based processes to handle customer queries.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
35%- Build Relationships- Collaborate with Business product management, Vendors, Voice of the Customer, and IT engineering and operations teams to deliver the common online business goals. Proactively analyze and identify quality risks and develop business cases to address. Closely work with Customer Service Representative teams and appropriate tools (VoC) to analyze, identify, categorize customer issues and prioritize and channel it to appropriate teams for resolution.
10%- Single Point of Contact for Site-Proactively identify site related issues and drive for quicker resolutions based on the severity by engaging appropriate teams (Business, Vendor and IT issues). Participate in root cause analysis of high priority issues with Technology, Vendor and Product teams to ensure cross-functional representation. Partner with various business teams to accurately measure business impact for high priority incidents or issues.
35%- Communication-Communicate to all levels of business, IT and vendor teams.
20%-Process Oriented - Create and implement operational processes to drive optimal customer satisfaction, revenue, throughput and performance. Define SLAs for issue resolution and ensure they are met.
NATURE AND SCOPE
This position reports to Manager, UGC Site Operations.
This position has 0 direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 3 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Bachelor’s degree in Marketing, Data Science, or related field or equivalent experience required
4-6 years of work experience
Minimum 3 years of experience in online retail operations required
Experience working with ecommerce product managers, user experience (UX) and brands/vendors
Through understanding of ecommerce workflow, customer path to purchase and fulfilment methods etc.
Experience with reporting platforms like Google Cloud Platform, Adobe Analytics
Strong oral and written communication skills
Experience with process improvement and implementations and automations
Knowledge, Skills, Abilities and Competencies:
Strong customer focus and awareness
Ability to identify opportunities for process improvement
Ability to work cross-functionally in support of team and organizational KPIs
Ability to collaborate and build relationships with internal and external teams
Ability to prioritize and multi-task effectively
Proven track record of taking ownership and driving meaningful results
Exceptional interpersonal, communication skills
Advanced knowledge in using reporting and presentation tools
Strong ability to troubleshoot issues using tools (e.g. IBM Tealeaf, SOASTA, Splunk or Omniture), analyze the data, and present the findings
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.