Customer Site Operations, Sr Analyst

Position Purpose:

The Sr. Analyst, Customer Site Operations, is part of The Home Depot's (THD) Online Interconnected Experience organization, specifically our Strategy & Operations team. This person will play a lead role in managing and monitoring the health of the Mobile App, from an operational lens without ownership of the Mobile App. The purpose of this position is to provide an effective link between feedback from our customers and translating them into actionable insights for our product partners, Call Center teams, and Business Stakeholders. This person will be responsible for managing an offshore team that performs daily operations and support of testing, analyzing errors, utilizing tools, and reviewing issues voiced by customers. This person will also partake in cross-functional meetings related to prioritizing fixes on the Mobile App.

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 or computer science, or equivalent education

• 2-4 years of Mobile App and/or online operations experience

• Advanced understanding of business operational concepts

• Advanced understanding of end-to-end customer purchase flow, customer path to purchase, fulfilment types etc.,

• Experience working in a customer focused ecommerce position

• Experience working in an online retail environment

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