Sr. Analyst, Site Operations & Performance

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 to analyze, identify, categorize customer issues and prioritize and channel it to appropriate teams for resolution.
• 35% Single Point of Contact for Site and App - Proactively identify site related issues and drive for quicker resolutions based on 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.
• 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.
• 10% Communication-Communicate to all levels of business, IT and vendor teams.
• Direct Manager/Direct Reports:
• This position reports to a 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 Computer science, Information Systems, or a related technical field.
• 4+ years of experience in eCommerce website engineering or site operations or Software Reliability Engineering , or technical performance analysis.
• Ability to analyze end-to-end purchase flows and identify friction points in the customer journey.
• Proven experience monitoring Google Core Web Vitals (LCP, INP, CLS) and their impact on SEO and UX.
• Proficiency with advanced observability and Real User Monitoring (RUM) tools such as Blue Triangle , New Relic, Catchpoint, or Dynatrace.
• Experience communicating technical performance health and incident updates to all levels of the organization, including non-technical business leadership.
• Strong understanding of business operations and processes
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Minimum Education

Benefits

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