Sr. Analyst, User Generated Content (UGC) Online Operations

Position Purpose :

The Sr. Analyst role will join the UGC Online Operations program (User Generated Content). The UGC analyst will support the backend operations of collection, analyzation, distribution, and display of both Ratings & Review and Question & Answers on 3.5M PIP pages on the site.

Review Collection :

The analyst will support our existing channels for collecting new product reviews - the end to end operations of our free product sampling program : offering free product to a select community of customers, through fulfillment and review submission (SEEDs) that targets newly onboarded products, the Post-Purchase Product Review Request email (PPC) that sends ~25M emails per month to verified THD purchasers requesting a product review, and the review submission channels through Mobile App and Desktop PIP. The analyst will assess performance, monitor health, remove friction, and support the creation and rollout of brand new review submission channels.

Review Analyzation :

The analyst will execute deep dive analyses on review submission trends and coverage gaps that are critical to maintaining optimal product review collection and coverage on our site. The analyst will execute ad hoc investigations in the event of operational breakdowns and identify root causes.

Data Distribution and Enablement :

The analyst will assist in enabling partners with access to UGC data and distributing UGC data based on insight and trend to partner teams. The analyst will drive enablement of UGC best practices with key stakeholders. The analyst will function as the SME to UGC reporting, databases, and data feeds in the UGC space and partner to enable stakeholders to access it.

Reviews Display :

The analyst will support the relationship with PIP product management on function of existing display features with UGC (i.e - sorting and searching content on PIP) and support the business cases for developing innovative features (i.e MagicApron Review Summarization). The analyst will track engagement and conversion KPIs on PIP with UGC content and will connect the lift back to our review collection strategies and gaps.

Questions & Answer Collection and Operations :

The analyst will analyze the performance of our Q&A program and make suggestions for SOP improvements. A top pain-point in the UGC space is to enable suppliers to quickly answer customer questions on PIP at scale. The analyst will monitor unanswered questions, answered questions as it relates to conversion, and processes that alert suppliers of unanswered questions.

UGC Program Analyzation :

The analyst will analyze UGC program (content operational support via Zendesk) performance and identify gaps and inefficiencies in SOPs to ensure a world class level of support and operations.

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 (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 Reports :

This position reports to Sr. 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, 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

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.

Preferred Education :

No additional education

Minimum Years of Work Experience :

Preferred Years of Work Experience :

No additional years of experience

Minimum Leadership Experience :

None

Preferred Leadership Experience :

None

Certifications :

None

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