Sr. Analyst, Site & App Operations

Job description

With a career at The Home Depot, you can be yourself and also be part of something bigger. Position Purpose: 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...