14 days old

Sr. Analyst Site Operations - Andrea

Virtual, USA 00000
JobTitle: Sr. Analyst Site Operations - Andrea
Job ID: 407228_en-us
Salary Range: 0.0- 0.0
Job Category: E-Commerce
Employment type: Full Time

Position Description:
The Home Depot is able to offer virtual employment of this position in the following states: AL, AK, AZ, AR, DE, DC, FL, GA, HI, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, MT, NE, NH, NJ, NM, NY, NC, ND, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, WV, WI, WY
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.

Major Tasks, Responsibilities & Key Accountabilities:
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.

Nature and Scope:
This position reports to Sr. Manager Site Operations.


This position has 0 direct reports.


Environmental Job Requirements:
Environment:
1. 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.

Additional Environmental Job Requirements:




Categories

Posted: 2022-06-14 Expires: 2022-07-14

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Sr. Analyst Site Operations - Andrea

Home Depot, Inc.
Virtual, USA 00000

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