SR ANALYST - ONLINE CUSTOMER EXPERIENCE
Core
Lead role in managing and monitoring the health of The Home Depot's eCommerce website, acting as a link between Business, Call Center, and product vendors to ensure optimal customer experience.
Role type
Senior Site Operations Analyst (eCommerce)
Builds
Operational processes and business cases to address quality risks and site issues
Domain
Retail eCommerce / Digital Experience
Deliverable
dashboards & analysis
Required skills
eCommerce site administration, 24/7 monitoring, automation of tools, issue triage and resolution, KPI analysis (traffic, orders, revenue, conversion), root cause analysis, SLA definition
Preferred skills
End-to-end purchase flow understanding, customer path to purchase knowledge, online retail environment experience
Technologies
VoC tools, eCommerce platforms
Responsibilities
Collaborate with product management, vendors, and IT to deliver online business goals; Identify and resolve high-priority production issues; Analyze business KPIs to ensure website performance; Create and implement operational processes for customer satisfaction and revenue.
Seniority
Senior, hands-on IC