Position PurposeThe Sr. Analyst, Site Operations & Performance is a technical role within The Home Depot's Interconnected Experience team. This individual acts as a performance site performance expert, monitoring the health of our website and mobile app to ensure a seamless customer journey. You will serve as the critical technical bridge between business stakeholders, product and engineering teams to identify, translate, and resolve complex site performance issues.Primary Role FunctionsPerformance Analytics: Track and analyze critical business metrics (traffic, revenue, conversion) alongside technical performance data to ensure site stability.Performance Monitoring: Utilize Software Reliability Engineering (SRE) methodologies to monitor the eCommerce site, leveraging automation and observability tools to detect performance degradations.Incident Leadership: Triage high-priority production issues, acting as the lead for technical root cause analysis (RCA).Technical Translation: Convert complex customer-facing issues into actionable, high-priority engineering requests.Insight Delivery: Conduct deep-dive analyses to develop performance insights, documenting and sharing findings in non-technical language for cross-functional business partners and leaders.Key Responsibilities35% 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 ReportsThis position reports to Sr. Manager Site Operations.This position has 0 direct reports.Travel RequirementsTypically requires overnight travel less than 10% of the time.Physical RequirementsMost 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 ConditionsLocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.Minimum QualificationsMust be eighteen years of age or older.Must be legally permitted to work in the United States.Preferred QualificationsBachelor'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.Minimum EducationThe 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 EducationNo additional educationMinimum Years of Work Experience4Preferred Years of Work ExperienceNo additional years of experienceMinimum Leadership ExperienceNonePreferred Leadership ExperienceNoneCertificationsNoneCompetenciesStrong customer centric focusSelf MotivatedAbility to identify opportunities to automateProven track record of taking ownership and driving meaningful resultsExceptional interpersonal, communication skillsAbility to collaborate and work with teamStreet smarts and willingness to roll up your sleeve and do what's necessary#J-18808-Ljbffr
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