Analyst Dig Exp Support

As a Fortune 50 company with more than 350,000 team members worldwide, Target is an iconic brand and one of America's leading retailers.

Working at Target means the opportunity to help all families discover the joy of everyday life. Caring for our communities is woven into who we are, and we invest in the places we collectively live, work and play. We prioritize relationships, fuel and develop talent by creating growth opportunities, and succeed as one Target team. At our core, our purpose is ingrained in who we are, what we value, and how we work. It's how we care, grow, and win together.

A role on the with in Digital Ops is an opportunity to make sure that Target always delivers on its brand promise to guests through seamless events and continuous improvement of their shopping journey. The Digital Experience Support team offers round-the-clock issue triage and resolution while conducting defect and incident management for technical teams and sharing feedback and learnings with business teams.

About the job:

As an Analyst on the Digital Experience Support team you are responsible for working as a liaison between Businesses, Product, Target Guest Services and Technology teams to triage and facilitate resolution of technical and process issues within the and Mobile platform. Identify issue trends and work with multiple teams to resolve them while balancing guest experience and business impact. Ensure that Guest experience and overall performance expectations of are met. This role ensures the vitality of the website, mobile platforms, and guest order fulfillment by supporting the related business processes and technology

Responsibilities:

• Supports all aspects of a business process(es) including identifying process improvements and driving enhancements, designing new processes, developing performance measures, proving SME support (internal and external to team) and executing existing processes
• Independently identify and analyze trends (systems and process) during issue resolution (webform management) and partners to drive accurate & timely resolution to improve the guest experience
• Acts as a subject matter expert for cross-functional projects and provides strategic leadership in discussions and/or with initiatives
• Partner with Product, engineering, business, and support team to make critical business and guest impacting decisions – promo issues, order cancellations, guest recovery and communication.  
• Develops and maintains internal and external relationships and collaborates with key partners to analyze and resolve issues – i.e. defect resolution with product teams
• Create, modify, and oversee monitoring and reporting needs and pull appropriate data
• Ensure accuracy & timeliness as per business needs & demonstrate high sense of accountability and ownership
• Ticket (Webform) and issue management:
  • Supports resolution of day to day issues faced with processes and applications used to manage ecommerce functions
  • Serve as the liaison between various business and technology teams (across geographies) to triage and facilitate resolution of technical and process issues
  • Monitor High velocity item sale alerts and follow up with Business (Buyers, Pricing & Promo, Technology teams) to perform emergency changes with item, promotion, pricing or guest orders (removing items from the site, cancel orders, etc.) 
  • Escalate procedural/technical issues to the respective teams
  • Special projects as needed

About you:

• Graduate in any discipline with 4-5 years' experience
• Good knowledge of e-commerce processes and systems
• Knowledge in Microsoft Excel, Word, PowerPoint (or similar) applications required
• Good organizational, prioritizing and problem solving skills and ability to multi-task
• Excellent communication skills, in both large and small group presentations
• Ability to make complex ideas simple to understand
• Excellent analytical, critical thinking, & problem solving skills