eCommerce Product & Support Analyst

Alterra MTN Co Shared Services-posted 3 months ago
$67,000 - $87,000/Yr
Full-time
Remote • Denver, CO
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The Alterra Advanced Purchase Platform team is looking for a talented Business Analyst who has experience in product build and support, preferably in the ski industry. The eCommerce Product and Support Analyst will assist the Ecommerce Product Operations Manager with routine store build and maintenance, requiring the accurate and timely execution of business requirement gathering, product build, launch, maintenance, and support. The ideal candidate can quickly forge relationships with cross-functional team members both at headquarters and in the resorts while working with a fully remote team. The Product Operations team will be responsible for supporting destinations 7 days a week based on destination operating hours via Alterra Mountain Company's standard ticketing system and are required to meet SLA agreements. The position will also assist new destination acquisitions e-commerce system implementations with gathering product requirements, building, and testing new products and store builds.

  • Provide day-to-day support to resort stakeholders on the configuration and troubleshooting of their eCommerce and call center products.
  • Build and support eCommerce products, including taxonomy, product build, attributes, pricing, and promotions.
  • Collect and execute new product build requirements and product change requests.
  • Build, configure and train new eCommerce and call center installations.
  • Build product for KPI measurement and testing.
  • Implement product optimization tests for merchandising team.
  • Perform ongoing quality control and go live quality checks.
  • Proactively share opportunities to improve any aspect of destination ecommerce experience.
  • Define and validate new functionality.
  • Ability to work independently while maintaining effective communication on a fully remote team.
  • Ability to work cross-functionally with the headquarters IT and Marketing organizations.
  • Ability to work with distributed resort personnel including IT, Marketing and Call Center employees.
  • Ability to uncover needs business users would not be able to articulate on their own.
  • Ability to identify requirements to ensure end-to-end service performance from the end-user's perspective.
  • Ability to influence and inform business decisions.
  • Ability to engage and educate stakeholders on business context of solution.
  • Ability to guide and manage interactions with vendors across application stack.
  • Experience working with standard technology productivity tools such as Microsoft Office suite (Excel, Word, PowerPoint, and Visio) and Fresh Service.
  • Excellent written and verbal communication skills.
  • Ability to accomplish/complete a task while demonstrating a thorough concern for all the areas involved, no matter how small.
  • Domain knowledge of hospitality, travel, and leisure industries.
  • Experience building, and/or managing products within a point-of-sale system.
  • 3 years of experience working hands-on with the Inntopia central reservation platform or Aspenware Commerce.
  • 2 years' experience working hands-on with a commercial eCommerce platform, call center environment, and resort environment (ski preferred).
  • Possess working knowledge of Aspenware e-commerce platform and Inntopia central reservation and e-commerce platform.
  • Free Ikon Pass for all eligible employees + additional free skiing/riding privileges across the family of Alterra Mountain Company resorts for eligible employees and their dependents.
  • Discounted skiing/riding for friends and family of eligible employees across the family of Alterra Mountain Company resorts.
  • Flexible Time Off (FTO) and Paid Time Off (PTO) policies for eligible employees to relax and recharge.
  • Generous discounts on outdoor gear, apparel, rental cars, etc.
  • Medical, dental, vision, life, AD&D, short-term & long-term disability insurance, EAP, HSAs, FSAs, and more.
  • 401(k) plan with generous company match.
  • Paid parental leave of up to 6 weeks for eligible employees.
  • Commuter benefits (Denver employees only).
  • Flexible/hybrid workplace policy empowering employees to work from home, while encouraging regular in-person collaboration in our dog-friendly company headquarters office located in Denver's RiNo Art District neighborhood.
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