Sr. Analyst, Site OperationsWith a career at The Home Depot, you can be yourself and also be part of something bigger.

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.

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

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

Minimum

Education

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.

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 what's necessary