The Home Depot · 3 months ago
Sr. Analyst, Site Operations & Performance
Atlanta, GA
Full-time
Onsite
Mid, Senior Level
4+ years expThe Home Depot is seeking a Sr. Analyst for their Interconnected Experience team, responsible for monitoring and maintaining the health of their website and mobile app. This role serves as a critical link between various teams to identify and resolve customer experience issues while analyzing business performance metrics.
E-CommerceHome and GardenHome DecorHome ImprovementRetail
Responsibilities
Monitor the eCommerce site 24/7, using tools and automation to detect customer issues
Triage, manage, and resolve high-priority production issues, escalating as needed to Engineering and Product teams
Translate customer issues into actionable product and engineering requests
Track and analyze business performance metrics (traffic, orders, revenue, conversion, etc.) to ensure site performance and stability
Conduct analysis, develop insights, and clearly document and share findings with partner teams
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
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
Communicate to all levels of business, IT and vendor teams
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
Required
Must be eighteen years of age or older
Must be legally permitted to work in the United States
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
4 years of work experience
Preferred
Bachelor's degree in Computer Science, related field, or equivalent experience
4+ years of eCommerce website engineering and/or operations experience
Experience managing website performance metrics, including Google Core Web Vitals
Proficiency with analytics tools for monitoring website performance (e.g., New Relic, Blue Triangle)
Strong understanding of business operations and processes
Solid knowledge of end-to-end purchase flow, customer journey, and fulfillment types
Experience in customer-focused eCommerce roles
Background in online retail with ability to communicate performance insights to leadership
Experience collaborating with Product Management and Engineering teams
No additional education
No additional years of experience
None
None
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
Company
The Home Depot
The Home Depot is a retailer of hardware, consumer goods, and DIY supplies both online and offline while providing home delivery services.
10001+ employees
H1B Sponsorship
The Home Depot has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (32)
2024 (67)
2023 (32)
2022 (66)
2021 (62)
2020 (33)
Funding
Current Stage
Late StageTotal Funding
unknown2007-07-31Debt Financing
Leadership Team
Ted Decker
Chair, President and CEO
Chip Devine
Senior Vice President
Recent News
Digital Commerce 360
2026-01-07
TradingView
2025-12-31
Company data provided by crunchbase