Sr. Analyst, Site Operations & Performance

The Home Depot • Atlanta, DE

100d

About The Position

The Sr. Analyst, Site Operations is part of The Home Depot’s Interconnected Experience 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, 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.

Nice To Haves

• Bachelor’s degree in Computer Science, related field, or equivalent experience.
• 4+ years of eCommerce website engineering and/or operations experience.
• Experience managing website performance metrics, including Google Core Web Vitals.
• Proficiency with analytics tools for monitoring website performance (e.g., New Relic, Blue Triangle).
• 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

• Monitor the eCommerce site 24/7, using tools and automation to detect customer issues.
• Triage, manage, and resolve high-priority production issues, escalating as needed to Engineering and Product teams.
• Translate customer issues into actionable product and engineering requests.
• Track and analyze business performance metrics (traffic, orders, revenue, conversion, etc.) to ensure site performance and stability.
• Conduct analysis, develop insights, and clearly document and share findings with partner teams.
• 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
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees