Sr. Analyst, Site & App Operations

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.

• 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.

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

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

• 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.

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

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

• Bachelor's degree in business administration, related field, or equivalent experience
• 4+ years of eCommerce website engineering and/or operations 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

• 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.

• No additional education

• 4

• No additional years of experience

• None

• None

• None

• 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

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.