Sr. Analyst, User Generated Content; UGC Online Operations

Position Purpose

The Sr. Analyst role will join the UGC Online Operations program (User Generated Content). The UGC analyst will support the backend operations of collection, analyzation, distribution, and display of both Ratings & Review and Question & Answers on 3.5M PIP pages on the site.

The analyst will support our existing channels for collecting new product reviews – the end‑to‑end operations of our free product sampling program: offering free product to a select community of customers, through fulfillment and review submission (SEEDs) that targets newly onboarded products, the Post‑Purchase Product Review Request email (PPC) that sends ~25M emails per month to verified THD purchasers requesting a product review, and the review submission channels through Mobile App and Desktop PIP.

The analyst will assess performance, monitor health, remove friction, and support the creation and rollout of brand new review submission channels.

The analyst will execute deep‑dive analyses on review submission trends and coverage gaps that are critical to maintaining optimal product review collection and coverage on our site. The analyst will execute ad‑hoc investigations in the event of operational breakdowns and identify root causes.

The analyst will assist in enabling partners with access to UGC data and distributing UGC data based on insight and trend to partner teams. The analyst will drive enablement of UGC best practices with key stakeholders. The analyst will function as the SME for UGC reporting, databases, and data feeds in the UGC space and partner to enable stakeholders to access it.

The analyst will support the relationship with PIP product management on existing display features with UGC (i.e. sorting and searching content on PIP) and support the business cases for developing innovative features (i.e Magic Apron Review Summarization). The analyst will track engagement and conversion KPIs on PIP with UGC content and will connect the lift back to our review collection strategies and gaps.

The analyst will analyze the performance of our Q&A program and make suggestions for SOP improvements. A top pain‑point in the UGC space is to enable suppliers to quickly answer customer questions on PIP  analyst will monitor unanswered questions, answered questions as it relates to conversion, and processes that alert suppliers of unanswered questions.

The analyst will analyze the UGC program (content operational support via Zendesk) performance and identify gaps and inefficiencies in SOPs to ensure a world‑class level of support and operations.

• Build Relationships (35%) – 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 (35%) – Proactively identify site‑related issues and drive for quicker resolutions based on severity by engaging appropriate teams (Business, Vendor, and IT). 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 (10%) – Communicate to all levels of business, IT and vendor teams.
• Process Oriented (20%) – Create and implement operational processes to drive optimal customer satisfaction, revenue, throughput and performance. Define SLAs for issue resolution and ensure they are met.

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

• Bachelor's degree in Computer Science, a related field, or equivalent education…