Sr. Analyst, Site Operations & Performance

With a career at The Home Depot you can be yourself and also be part of something bigger.

Position Purpose:

The Sr. Analyst Site Operations is part of The Home Depots 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.

Primary role functions:

• 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.

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:

• Bachelors 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

Minimum Education:

• The knowledge skills and abilities typically acquired through the completion of a bachelors 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 whats necessary