Analyst-Digital Commerce Support (Marketplace)

Lowe’s Companies, Inc. is a home improvement company seeking an Analyst-Digital Commerce Support to manage end-to-end issue intake and resolution for Lowes.com. The role analyzes data, prioritizes and triages digital commerce issues, coordinates cross-functional resolution, supports production changes, and identifies customer feedback trends and opportunities for enhancement.

What you'll do:

• Process issue intake and monitoring, including monitoring the mailbox, working Jira queues, addressing walk-up inquiries, providing on-call support, etc.; log request into system of record (Jira)
• Research provided issues to determine possible root causes, self-service resolution, and identify cross-functional partners to support the initial assignment if needed
• Build and utilize internal team Jira dashboards to determine priority work based on financial impact to the brand, impact to Lowes.com, or impact to customers
• Leverage analytics/tracking within multiple digital commerce systems such as Jira, Power BI, Digital Pricing Reports, Medallia and FullStory to resolve customer issues and drive issue trends
• Drive issue coordination and management by providing knowledgeable issue resolution with corrective actions to resolve the issue when it is easily identified and/or the resolution is known during triage (ex: cookie issue). Research and execute a solution without cross-functional dependency (ex: pricing, promotion, availability)
• Serve as the primary person responsible for initial intake and triage of issues in weekly rotation of scheduled on-call support
• Operate execution of production changes within toolsets that support the respective products. Include configuration, setup, coding and support for events, product releases, and defect remediation. Leverage subject matter expertise and a deeper understanding of toolset to research and triage defects and/or optimization opportunities
• Identify customer feedback trends, issues, or gaps in Lowes.com that customers are providing and supplying to the appropriate team for enhancements or resolution

What they're looking for:

• Bachelor's degree in business, marketing, engineering, communications, merchandising or related field or equivalent years of experience in lieu of education requirement, if applicable
• 1 year of relevant experience
• 1 year of experience in two or more of the following: project management, product management, business analysis, program management or product marketing

Benefits:

• 401k with up to 4.25% match
• Discounted Employee Stock Purchase Plan (15% discount of strike price)
• Tuition-Free Education
• 10-week Maternity/Parental Leave
• 10% Associate Discount