Contractors’ Warehouse —
Customer Site Operations, Sr Analyst
Location – Atlanta, GA
Job ID – Req118839
Category – E-Commerce
Apply By – Applications are accepted on an ongoing basis
Location – Atlanta, GA
Job ID – Req118839
Category – E-Commerce
Apply By – Applications are accepted on an ongoing basis
Company Overview
What’s the best place we’ve ever built? The place where we work. At Home Depot, our goal is to provide the highest level of service, the broadest selection of products, and the most competitive prices. As the world’s largest home improvement specialty retailer, we operate more than 2,200 retail stores across North America. And each of our associates are focused one thing — helping our customers build and improve their homes, businesses, and ultimately their lives.
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
Bonus Eligible
401(k) Company Matching
Employee Stock Purchase ProgramPaid Time Off Benefits
Salaried associates are eligible for 2 weeks of vacation in their first year; FT hourly will be eligible for 40 hours of paid vacation time after 6 months of continuous service; (for positions in Washington State, Spokane, and Tacoma only) – Salary and Temporary associates will earn 1 hour of sick time for every 40 hours worked; FT associates will earn 1 hour of sick time for every 40 hours worked or 4 hours per month, whichever is greater; (for positions in Seattle only) – Salary and Temporary associates will earn 1 hour of sick time for every 30 hours worked; FT associates will earn 1 hour of sick time for every 30 hours worked or 4 hours per month, whichever is greater.
Location – Atlanta, GA
Job ID – Req118839
Category – E-Commerce
Apply By – Applications are accepted on an ongoing basis
Role Overview
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
Bonus Eligible401(k) Company MatchingEmployee Stock Purchase ProgramPaid Time Off Benefits
Salaried associates are eligible for 2 weeks of vacation in their first year; FT hourly will be eligible for 40 hours of paid vacation time after 6 months of continuous service; (for positions in Washington State, Spokane, and Tacoma only) – Salary and Temporary associates will earn 1 hour of sick time for every 40 hours worked; FT associates will earn 1 hour of sick time for every 40 hours worked or 4 hours per month, whichever is greater; (for positions in Seattle only) – Salary and Temporary associates will earn 1 hour of sick time for every 30 hours worked; FT associates will earn 1 hour of sick time for every 30 hours worked or 4 hours per month, whichever is greater.
Remote/virtual – An associate in a remote/virtual role typically is not required to work from a designated Home Depot location to complete their job duties. Limited or infrequent in-office presence may be required. We also refer to this as location – independent.
Work From Home – Location Specific – An associate in this role primarily works from home but is assigned a THD location and is periodically required to report to their in-office location. Associates must live within the same state and within a commutable distance of their assigned THD location.
Learn more about our 4 different work locations. Additional information will be provided during the application process.
As part of the application process for this role, there will be an on-line assessment. The assessment usually takes about 17 minutes to complete. You will be directed to the assessment link immediately after submitting your application. Once you click on the link, you will need to complete it within 72 hours after starting it. You may stop and restart the assessment as many times as you like within the 72-hour time frame.
During the assessment, we’ll ask you questions about your approach to work and various work-related situations. The questions are based on characteristics that are related to performing successfully in hourly roles at The Home Depot, including:
- Professional Experience
- Learning Potential
- Responsibility
- Customer Focus
If you have a disability and would like to request an accommodation related to the assessment, or you would like to obtain more information about the assessment, click here to learn more.
Healthcare Options
Profit-Sharing Bonuses
Tuition Reimbursement
Discounts on Cell Phones, Gyms, and More
Store Location
GA01
VIRTUAL
Atlanta, GA
Once you’ve applied, please come back and apply for other jobs at this store and any store near you.
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