Sr. Analyst – User Generated Content – Ugc – Online Operations

Sr. Analyst – User Generated Content – Ugc – Online Operations

Requirements

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

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.

Preferred Qualifications

• Bachelor’s degree in Computer Science, a related field, or equivalent education required
• 4 or more years of Ecommerce web site administration and/or operations experience
• Understanding of business operational concepts
• Through understanding of end to end purchase flow, customer path to purchase, fulfilment types etc.,
• Experience working in customer focused ecommerce position
• Experience working in an online retail environment