Analyst, Digital Technical Operations

Job Description:

Saks Global

Saks Global is the largest multi-brand luxury retailer in the world, comprising Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman, Saks OFF 5TH, Last Call and Horchow. Its retail portfolio includes 70 full-line luxury locations, additional off-price locations and five distinct e-commerce experiences. With talented colleagues focused on delivering on our strategic vision, The Art of You, Saks Global is redefining luxury shopping by offering each customer a personalized experience that is unmistakably their own. By leveraging the most comprehensive luxury customer data platform in North America, cutting-edge technology, and strong partnerships with the world's most esteemed brands, Saks Global is shaping the future of luxury retail.

YOU WILL BE:

The Analyst, Digital Technical Operations is responsible for analyzing, and optimizing digital systems, processes and data to improve efficiency and enhance user experience. He/she/they monitors and troubleshoots issues, supports day-to-day digital operations, and documents processes. The Analyst is a solution-oriented customer champion that works diligently with cross-functional partners to help resolve internal and external customer inefficiencies and/or site defects.

WHAT YOU WILL DO:

• Responsible for digital site operations processes and daily tasks. Process and deliver regular operational reports to track key performance indicators (KPIs). Approximately ~30% of the time.

• Identify, track, troubleshoot, resolve, and/or escalate production issues and site defects impacting the internal Digital customers productivity and/or external customer site experience using digital system knowledge.  Ensure issues are fully vetted and a timely resolution is reached. Approximately ~25% of the time.

• Collect, consolidate, and analyze data to identify trends, system-related issues and/or operational inefficiencies, provide actionable insights to leadership. Identify and implement opportunities to streamline processes, automate tasks, and collaborate with cross-functional teams to enhance user experience and operational efficiency. Approximately ~25% of the time.

• Develop new knowledge and skills to understand and improve existing concepts, digital systems and processes as well as knowledge of data sources used for internal Digital customers. Approximately ~ 10% of the time. 

• Complete competitive analysis to research and identify potential website features and/or user experience enhancements.  Approximately ~5% of the time.

• Responsible for systems documentation related to Digital customers’ tools.  Approximately ~5% of the time.

• Complete successful  ticket resolution within SLAs

• Improve Digital NPS Score

WHAT YOU WILL BRING:

• Bachelor’s degree

• Minimum 2 years of experience in high performing environment,  e-Commerce preferred 

• Strong understanding of retail e-Commerce landscape, including operations

• Strong analytical, problem solving, communication, interpersonal and presentation skills

• Technical aptitude with item and content management tools 

• Proficiency with Microsoft Excel 

• SQL, Snowflake, data analytics and visualization tools experience

• Experience with JIRA or other project management and issue tracking tools

• Salesforce Commerce Cloud Experience experience is a plus

• Ability to quickly learn new processes and systems

• Ability to problem solve, brainstorm and adapt in a fast-paced environment with competing priorities

• Demonstrated aptitude to work within deadlines, both independently and as part of a cross-functional, highly collaborative team

YOUR LIFE AND CAREER AT SAKS GLOBAL:

• Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation

• Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate

• Comprehensive benefits package for all eligible full-time employees (including medical, vision and dental)

• An amazing employee discount

SALARY AND OTHER BENEFITS: