Sr. Analyst - Omni Channel Ops

About the Role

Key Responsibilities

• 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 to ensure business asks are clearly articulated and executed.
• 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), and “stockyard”.
• Identify program issues, investigate causes, and drive actions with internal & third-party vendors to resolve them.
• Seek to improve the customer experience by coordinating with stakeholders, functional teams, and outsourced service providers to drive projects, processes, and efficiency improvements.
• Drive strategic initiatives and projects from research and discovery through requirements gathering to project plan deliverables, and support continuous improvement post-implementation.
• Provide regular Omni-channel metrics and analysis reporting for management and cross-functional teams.
• Provide ad hoc reports, analysis, and summarization to identify trends and forecast impacts of key initiatives.
• Maintain a high level understanding of TSC enterprise processes.
• Mentor and train operational analysts.
• Develop and maintain vendor relationships.

Requirements

• 5 years of related business or retail experience; Omni-channel or ecommerce experience a plus.
• Bachelor's degree from an accredited college or university in Business, Operations, Planning, Supply Chain, IT, or a related field.
• Experience with Business Intelligence software, forecasting, and statistics aptitude.
• Excellent communication and presentation skills, including story-lining, email communication, PowerPoint, and personal impact.
• Strong quantitative problem-solving skills and curiosity for understanding root causes.
• Ability to bridge technical solutions and organizational dynamics.
• Strong Microsoft Office skills, particularly Excel and Pivot tables.
• Possession of Business Intelligence Software experience and quick software acumen.
• SAP Business Objects software experience preferred.
• Strong thought leadership and collaborative spirit.
• Experience negotiating and managing third-party strategic partnerships preferred.

Nice to Have

• Experience with SAP Business Objects software.
• Experience negotiating and managing third-party strategic partnerships.

Qualifications

• Bachelor's degree in a relevant field or equivalent experience.