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The Home Depot · 4 months ago

Sr. Analyst, User Generated Content (UGC) Online Operations

Atlanta, GA

Full-time

Onsite

Mid, Senior Level

4+ years exp

The Home Depot is seeking a Sr. Analyst for their UGC Online Operations program. The role involves supporting backend operations related to user-generated content, including review collection, analysis, and distribution, as well as enhancing Q&A operations and ensuring optimal performance of UGC features on the site.

E-CommerceHome and GardenHome DecorHome ImprovementRetail

No H1B

U.S. Citizen Only

Responsibilities

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

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

Communication-Communicate to all levels of business, IT and vendor teams

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

Qualification

Ecommerce operations experienceData analysisCustomer focused ecommerceOperational conceptsOnline retail experienceCustomer centric focusSelf motivatedInterpersonal skillsCommunication skillsTeam collaboration