Sr. Analyst, Site Operations & Performance

About this role

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose:  

The 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 Functions:  • Performance 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 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: • 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.

Minimum Years of Work Experience: • 4

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

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