6 days old
2018-08-092018-09-08

Senior Analyst - Ecommerce Site Operations

Atlanta, GA
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  • Job Code
    117004
Senior Analyst - Ecommerce Site Operations - Atlanta GA 30308 Skip Navigation
Job Details

Senior Analyst - Ecommerce Site Operations (117004)

GA - Atlanta

  • Date Posted: Apr 5, 2018
  • Company: The Home Depot
  • Travel: 0-10%
  • Functional Area: E-Commerce
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:

Position Purpose:

At HomeDepot.com, our award-winning e-Commerce team is blazing a trail of retail shopping innovation by leveraging cutting-edge technology with our 2,200+ store locations and a relentless focus on customer service. We are on a mission to provide the world’s best interconnected shopping experience; and to do so, we need more dreamers, innovators and big thinkers passionate about reimagining the future of retail. Interested in making history with us? If so, apply today to experience what it’s like to be a part of our HomeDepot.com team. Who knows? Your next big idea may just change the future of retail!

The Sr. Analyst, Site Operations is part of The Home Depot's (THD) Interconnected 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, usage of tools to identify customer issues, ability to manage, triage, and resolve high priority production issues, translating 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. Create SLA based process to handle customer queries.

Major Tasks, Responsibilities & Key Accountabilities:

  •  35%- Build Relationships- Collaborate with Business product management, Vendors, Customer Feedback teams, IT engineering and operations teams to deliver the common online business goals.  Proactively analyze and identify quality risks and develop business cases to address them.  Closely work with Customer Service Representative teams and customer feedback teams to analyze, identify, categorize customer issues and prioritize and channel it to appropriate teams for resolution.
  • 35%- Single Point of Contact for Site health -Proactively identify site related issues and drive quicker resolutions based on the severity by engaging appropriate teams (Business, Vendor and IT issues).   Participate in root cause analysis of high priority issues. Closely work with external vendors, internal product and IT teams to ensure cross-functional representation.   Partner with various business teams to accurately measure business impact for high priority incidents or issues. Collaborate with Merchandizing, Creative content and order management teams to provide world class end-to-end interconnected experience for our customers.
  • 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 that they are met.

Nature and Scope:

  • Position reports to Sr. Manager, Site Operations

Environmental Job Requirements: 

Environment:

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

Travel: 

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


ESSENTIAL SKILLS:

Minimum Qualifications:

  • Must be eighteen years of age or older.
  • Must be legally permitted to work in the United States.
  • Must pass a background check.
  • Must pass the Drug Test.
  • Must pass pre-employment tests if applicable.

Education Required:

  • 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

Years of Relevant Work Experience: 4 years

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.

Preferred Qualifications:

  • Bachelor’s degree in Computer Science or related field or equivalent experience required
  • 4-6 years of work experience is preferred
  • Minimum 3 years of experience in online retail operational experience required
  • Experience in working with product vendors, ecommerce product managers
  • Through understanding of ecommerce work flow, customer path to purchase and fulfilment methods etc.
  • Ability to work cross-functionally and build relationships to achieve company goals
  • Ability to prioritize and multi-task effectively
  • Strong oral and written communication skills
  • Experience with process improvement and implementations and automations

Knowledge, Skills, Abilities and Competencies:

  • Strong customer centric focus
  • Self-motivated
  • Process oriented
  • 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 the team
  • Street smarts and willingness to roll up your sleeve and do what's necessary
  • Advanced knowledge in using reporting and presentation tools
  • Advanced knowledge in using any incident ticketing system
  • Strong skills in troubleshooting issues using tools (Example: IBM Tealeaf, SOASTA, Splunk, Omniture etc.,)


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.

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Senior Analyst - Ecommerce Site Operations

Home Depot
Atlanta, GA

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