Sr. Analyst - Omni Channel Ops

Sr. Analyst - Omni Channel Ops

This position is responsible for superior support to the Omni Channel organization initiatives and ongoing production activities. Additionally, this role will drive new initiatives for the Omni Channel team, providing input for final design and functional flows for online & instore customers and our Call Center team.

Essential Duties and Responsibilities (Min 5%)

• Develop & document processes, resolve escalated issues, and determine ways to automate manual processes.
• Owner and subject matter expert of assigned domains, and work closely with cross-functional teams to identify and analyze gaps and opportunities within omni-channel to better serve our customers.
• Accountable for delivering new enhancements to Omni Channel programs using industry trends and professional experience. Working with IT, ensuring the business asks are articulated clearly and executed as requested.
• Ability to report out on programs success criteria to executive level stakeholders.
• Support ongoing Omni Channel & Store operations, such as, online returns, online gift cards, buy online / pickup in store (BOPIS) & "stockyard". Identify program issues, investigating cause and driving actions with internal & third party vendors to fix.
• Continually seek to improve the customer experience in assigned domains by coordinating with internal and external stakeholders, functional teams and outsourced service providers to drive projects, processes and efficiency improvements.
• Drive strategic initiatives and projects in assigned domains, from research and discovery, requirements gathering to project plan task deliverables. Once implemented, manage continuous improvement and support the business unit in driving additional profitable sales.
• Provide regular Omni-channel metrics and analysis reporting for management team and cross functional teams regarding operational reporting and web analytics reporting.
• Provide ad hoc reports, analysis and summarization to identify historical trends, forecast trends, and report on impact from key initiatives (e.g. Day After Thanksgiving forecasting).
• Thought leadership on how to improve our everyday operation and future business growth.
• Maintain a high level understanding of TSC enterprise processes
• Mentor and train operational analysts.
• Develop and maintain vendor relationships.

Required Qualifications

Experience : 5 years of related business or retail experience expected; Omni-channel or ecommerce experience a plus.

Education : Bachelor's degree from an accredited college or university in Business, Operations, Planning, Supply Chain, IT or an appropriate business-related field of study. Any suitable combination of education and experience will be considered.

Preferred Knowledge, Skills or Abilities

Working Conditions

Physical Requirements

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his / her supervisor.