Operations Support Analyst - Digital & Delivery

7-Eleven•Remote NY, NY

2d•$43,888 - $84,444

About The Position

The Operations Support Analyst serves as a primary support partner for Zone Digital Managers, Zone Delivery Managers, and Help Center teams, helping drive consistent operations and execution across the business. The role owns the creation, maintenance, and governance of job aids and operational documentation, manages store onboarding processes and implementation milestones, supports field readiness for new programs, provides reporting and performance analytics, and leads corporate communications for timely and consistent stakeholder messaging. The role partners with Delivery, Digital, Help Center, Partnerships, IHM, SRE, and Merchandising stakeholders. Work includes coordinating new-store onboarding and installations, monitoring partner and store performance, maintaining operational reports and dashboards, supporting EBT onboarding, verifying digital programs and store attributes, preparing business reviews and executive reporting, and identifying opportunities for continuous improvement.

Requirements

Bachelor's degree or four-year degree.
At least 2 years of relevant work experience.
Proficient knowledge and use of PowerPoint and Excel.
Cross-functional collaboration and relationship-management skills.
Data analysis and business-reporting skills.
Project and program management skills.
Communication and documentation-management skills.
Operational excellence and continuous-improvement skills.

Responsibilities

Create, maintain, and update job aids and operational documentation for Field Operations initiatives.
Align with Digital and Delivery leadership to create and submit corporate communications and Zip Lines.
Manage stakeholder relationships and identify and prioritize opportunities across Delivery, Digital, and Help Center business units.
Collaborate with the IHM team to ensure adequate inventory for maintenance activities and new-store installations, and manage the new-install process from planning through execution.
Partner with the SRE team to keep iPads on approved iOS versions and coordinate replacement schedules for aging or end-of-life devices.
Track new-store onboarding progress and monitor order volume performance by partner with the Partnerships team.
Lead weekly Merchandising calls, capture and track open issues, and address concerns such as incorrect photos or descriptions and wrong pricing or promotions.
Produce and maintain operational reports, including Fresh Food, Key Items, and New Items gap reports, Toggle Execution Reporting, and Monthly Business Reviews covering DRET performance, line-item edits, cancellations, and refunds.
Identify and monitor stores with low or zero order volume.
Coordinate and oversee EBT onboarding efforts with the Partnerships team, ensuring timely execution and compliance with program requirements.
Verify digital programs and attributes for newly opening stores, submit updates weekly, verify in-app status once stores open, and help resolve app visibility escalations with L2.
Prepare and post weekly new-store opening updates and OSSS information, including Zone details, for ZDMs to schedule visits.
Pull updated weekly C-Shopper two-pack data, update the pro forma Excel file, and send it to ZDMs to track two-pack conversion.
Develop and maintain Help Center dashboards, KPIs, and scorecards; analyze service levels, customer experience, operational execution, and productivity.
Provide actionable insights and recommendations to leadership to improve accountability and performance.
Use data analysis, root-cause investigations, and stakeholder feedback to identify and drive sustainable improvements in operational performance, customer experience, and cost efficiency.
Develop executive-level reporting packages and translate complex operational data into concise insights on performance, risks, opportunities, and strategic initiatives.
Support Monthly Business Reviews, Quarterly Business Reviews, and executive presentations with performance analysis and recommendations.