SR ANALYST - ONLINE CUSTOMER EXPERIENCE

Position Purpose:

The Sr. Analyst, Site Operations is part of The Home Depot's (THD) Digital Experience team and plays a lead role in managing and monitoring the health of the website. The purpose of this position is to provide an effective link between Business, Call Center and product vendors, providing the best experience for the customer. This position requires experience with 24/7 monitoring of an eCommerce site, automation of tools to identify customer issues, ability to manage, triage, and resolve high priority production issues, converting customer issues into IT and product requests. Analyze the business Key Performance Indicators (traffic, orders, revenue, conversion and other KPIs) consistently to make sure the website is performing optimally.

Key Responsibilities:

• 35% 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.
• 35% 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.
• 10% Communication-Communicate to all levels of business, IT and vendor teams.
• 20% 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.

Direct Manager/Direct Reports:

• This position reports to Sr. Manager Site Operations.
• This position has 0 direct reports.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Bachelor's degree in Computer Science, a related field, or equivalent education required
• 4 or more years of Ecommerce web site administration and/or operations experience
• Understanding of business operational concepts
• Through understanding of end to end purchase flow, customer path to purchase, fulfilment types etc.,
• Experience working in customer focused ecommerce position
• Experience working in an online retail environment

Minimum Education:

• 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.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 4

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• 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