Sr. Analyst, User Generated Content (UGC) Online Operations Job at The Home Depo

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

Join to apply for the Sr. Analyst, User Generated Content (UGC) Online Operations role at The Home Depot.

Position Purpose

The Sr. Analyst 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 & Reviews 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 the function of existing display features with UGC (e.g., sorting and searching content on PIP) and support the business cases for developing innovative features (e.g., 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

Travel Requirements

Physical Requirements

Working Conditions

Minimum Qualifications

Preferred Qualifications

Minimum Education

Preferred Education

Minimum Years Of Work Experience

Preferred Years Of Work Experience

Minimum Leadership Experience

Preferred Leadership Experience

Certifications

Competencies

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