Sr. Analyst, Site & App Operations

The Home Depot • Atlanta, GA

2d

About The Position

With a career at The Home Depot, you can be yourself and also be part of something bigger. Position Purpose: The Sr. Analyst, Site Operations is part of The Home Depot’s Interconnected Experience (IX) team and plays a key role in monitoring and maintaining the health of our website and mobile app. This role serves as a critical link between the business, product management, technology, call centers, and product vendors to quickly identify and resolve customer experience issues.

Requirements

• 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.
• 4+ years of eCommerce website engineering and/or operations experience
• Strong customer centric focus
• Self Motivated
• Ability to identify opportunities to automate
• Proven track record of taking ownership and driving meaningful results
• Exceptional interpersonal, communication skills
• Ability to collaborate and work with team
• Street smarts and willingness to roll up your sleeve and do what's necessary

Nice To Haves

• Bachelor’s degree in business administration, related field, or equivalent experience
• Experience managing website business metrics.
• Proficiency with analytics tools for monitoring customer experience (e.g., Quantum Metrics, Embrace)
• Strong understanding of business operations and processes
• Solid knowledge of end-to-end purchase flow, customer journey, and fulfillment types
• Experience in customer-focused eCommerce roles
• Background in online retail with ability to communicate performance insights to leadership
• Experience collaborating with Product Management and Engineering teams

Responsibilities

• 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.
• 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.
• Communication-Communicate to all levels of business, IT and vendor teams.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level