The Digital Operations Analyst II is responsible for driving a consistent digital experience for internal and external partners and guests, utilizing analytics, monitoring tools and guest feedback to measure, identify and resolve issues across stores and marketing. In addition, this position will manage operations and enhancements for new and existing experiences. Key partner teams include CRM, Loyalty Marketing, Customer Analytics, Guest Services, Digital Product, User Experience and our Information Technology teams.

RESPONSIBILITIES

• Define and manage metrics for assessing the overall health of our digital experiences
• Identify, troubleshoot and track status to closure for issues impacting our internal partners, 3rd parties and guests
• Develop and maintain processes across teams (e.g. CRM, Loyalty Marketing, peer teams, direct guest feedback, leadership, personal experience) provide insight on the experience, log and share out critical details to subject matter experts and drive to issue root cause and resolution
• Partner with business owners, digital product owners and dedicated project teams to incorporate operational insights into new user stories and functional requirements to improve the experience and underlying technology over time
• Prioritize production bugs with the IT team and assign them to a given release date
• Operationalize new features by driving discussions, scoping and accountability for operational elements of new features from the start of scope definition
• Effectively manage assigned 3rd party partners across the marketing and digital organization

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Requirements

• 3+ years of experience in Digital or Marketing Analytics; strong preference for experience driving the roadmap, feature realization and/or operations support
• Deep empathy for the customer experience and identification with our core audience of Beauty Enthusiasts
• Demonstrated experience building strong partnerships across teams
• Ability to clearly organize large goals into an iterative, actionable, and achievable plan
• Capable of balancing between quality and speed of delivery/fast iteration- moving the experience forward in parallel with remaining a stable and growing component for marketing and digital experiences
• Ability to thrive in a fast-moving environment, deal with ambiguity and remain focused on execution
• Overtime may be required to meet project deadlines
• Capability to participate in training sessions, presentations and meetings
• Travel approximately 10% of your time. (stores, meetings, conferences, training)