SR ANALYST - ONLINE CUSTOMER EXPERIENCE

The Home Depot•Atlanta, GA

About The Position

The Sr. Analyst, Site Operations is part of The Home Depot's Digital Experience team and plays a lead role in managing and monitoring the health of the website. The position links Business, Call Center, and product vendors to provide the best customer experience. It requires experience monitoring a 24/7 eCommerce site, automating tools to identify customer issues, managing, triaging, and resolving high-priority production issues, and converting customer issues into IT and product requests. The analyst consistently reviews business KPIs—including traffic, orders, revenue, and conversion—to ensure the website is performing optimally. The role collaborates with Business product management, vendors, Voice of the Customer, and IT engineering and operations teams. It identifies quality risks, develops business cases, analyzes and prioritizes customer issues, and channels them to appropriate teams. As the single point of contact for site issues, the analyst engages relevant teams to accelerate resolution, participates in root cause analysis, and helps measure the business impact of high-priority incidents. The position also communicates across business, IT, and vendor teams and establishes operational processes and issue-resolution SLAs. The position reports to the Sr. Manager Site Operations and has no direct reports. Overnight travel is typically less than 10% of the time. The work is primarily performed sitting in a comfortable indoor area, with frequent opportunity to move around and rare need to move or lift light articles.

Requirements

Must be at least 18 years of age.
Must be legally permitted to work in the United States.
Bachelor's degree or equivalent education in a field related to the job; the preferred qualification specifies Computer Science, a related field, or equivalent education.
At least 4 years of work 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 and communication skills.
Ability to collaborate and work with a team.
Street smarts and willingness to roll up your sleeves and do what is necessary.

Nice To Haves

Four or more years of eCommerce website administration and/or operations experience.
Understanding of business operational concepts.
Thorough understanding of end-to-end purchase flow, customer path to purchase, and fulfillment types.
Experience working in a customer-focused eCommerce position.
Experience working in an online retail environment.

Responsibilities

Collaborate with Business product management, vendors, Voice of the Customer, and IT engineering and operations teams to deliver common online business goals.
Proactively analyze and identify quality risks and develop business cases to address them.
Work with Customer Service Representative teams and Voice of the Customer tools to analyze, identify, categorize, prioritize, and route customer issues for resolution.
Proactively identify site-related issues and drive quicker resolutions based on severity by engaging appropriate business, vendor, and IT teams.
Participate in root cause analysis of high-priority issues with Technology, Vendor, and Product teams, ensuring cross-functional representation.
Partner with business teams to accurately measure business impact for high-priority incidents or issues.
Communicate with business, IT, and vendor teams at all levels.
Create and implement operational processes to optimize customer satisfaction, revenue, throughput, and performance.
Define SLAs for issue resolution and ensure they are met.
Monitor website health and business KPIs, including traffic, orders, revenue, and conversion.