The Home Depot

Sr. Analyst, Site Operations & Performance

The Home Depot$85K — $110K *
Retail & Consumer Goods
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Computer Science, Information Systems, or related field.
  • 4+ years of experience in eCommerce website engineering, site operations, or Software Reliability Engineering.
  • Experience analyzing end-to-end purchase flows and identifying friction points.
  • Familiarity with Google Core Web Vitals and their impact on SEO and UX.
  • Proficiency in observability and Real User Monitoring tools (e.g., Blue Triangle, New Relic, Catchpoint, Dynatrace).
  • Strong communication skills for conveying technical issues to non-technical leaders.
  • Solid understanding of business operations and processes.

Responsibilities

  • Track and analyze critical business metrics and technical performance data.
  • Utilize SRE methodologies to monitor site performance and detect issues.
  • Lead root cause analysis for high-priority production issues.
  • Translate complex customer issues into actionable engineering requests.
  • Deliver performance insights and document findings in clear language for business partners.

Benefits

  • Collaborative work environment with cross-functional teams.
  • Opportunities for professional development and training.
  • Engagement with leading performance monitoring tools.
  • Access to a culture that values customer satisfaction.
Full Job Description
Position Purpose:

The Sr. Analyst, Site Operations & Performance is a technical role within The Home Depot's Interconnected Experience team. This individual acts as a performance site performance expert, monitoring the health of our website and mobile app to ensure a seamless customer journey. You will serve as the critical technical bridge between business stakeholders, product and engineering teams to identify, translate, and resolve complex site performance issues.

Primary Role Functions:
  • Performance Analytics: Track and analyze critical business metrics (traffic, revenue, conversion) alongside technical performance data to ensure site stability.
  • Performance Monitoring: Utilize Software Reliability Engineering (SRE) methodologies to monitor the eCommerce site, leveraging automation and observability tools to detect performance degradations.
  • Incident Leadership: Triage high-priority production issues, acting as the lead for technical root cause analysis (RCA).
  • Technical Translation: Convert complex customer-facing issues into actionable, high-priority engineering requests.
  • Insight Delivery: Conduct deep-dive analyses to develop performance insights, documenting and sharing findings in non-technical language for cross-functional business partners and leaders.


Key Responsibilities:
  • 35% Build Relationships- Collaborate with Business product management, Vendors, Voice of the Customer, and IT engineering and operations teams to deliver the common online business goals. Proactively analyze and identify quality risks and develop business cases to address. Closely work with Customer Service Representative teams and appropriate tools to analyze, identify, categorize customer issues and prioritize and channel it to appropriate teams for resolution.
  • 35% Single Point of Contact for Site and App - Proactively identify site related issues and drive for quicker resolutions based on severity by engaging appropriate teams (Business, Vendor and IT issues). Participate in root cause analysis of high priority issues with Technology, Vendor and Product teams to ensure cross-functional representation. Partner with various business teams to accurately measure business impact for high priority incidents or issues.
  • 20% Process Oriented - Create and implement operational processes to drive optimal customer satisfaction, revenue, throughput and performance. Define SLAs for issue resolution and ensure they are met.
  • 10% Communication-Communicate to all levels of business, IT and vendor teams.


Direct Manager/Direct Reports:
  • This position reports to a Manager Site Operations.
  • This position has 0 direct reports.


Travel Requirements:
  • Typically requires overnight travel less than 10% of the time.


Physical Requirements:
  • Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.


Working Conditions:
  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.


Minimum Qualifications:
  • Must be eighteen years of age or older.
  • Must be legally permitted to work in the United States.


Preferred Qualifications:
  • Bachelor's degree in Computer science, Information Systems, or a related technical field.
  • 4+ years of experience in eCommerce website engineering or site operations or Software Reliability Engineering, or technical performance analysis.
  • Ability to analyze end-to-end purchase flows and identify friction points in the customer journey.
  • Proven experience monitoring Google Core Web Vitals (LCP, INP, CLS) and their impact on SEO and UX.
  • Proficiency with advanced observability and Real User Monitoring (RUM) tools such as Blue Triangle, New Relic, Catchpoint, or Dynatrace.
  • Experience communicating technical performance health and incident updates to all levels of the organization, including non-technical business leadership.
  • Strong understanding of business operations and processes

Minimum Education:
  • The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.


Minimum Years of Work Experience:
  • 4


Competencies:
  • Strong customer centric focus
  • Self Motivated
  • Ability to identify opportunities to automate
  • Proven track record of taking ownership and driving meaningful results
  • Exceptional interpersonal, communication skills
  • Ability to collaborate and work with team
  • Street smarts and willingness to roll up your sleeve and do what's necessary

About The Home Depot

The Home Depot is a home improvement retailing company that combines its physical stores with an online presence to provide customers with innovative products at great value. The company specializes in the fields of retail, home improvement, and customer service. The Home Depot was founded in 1978 and is headquartered in Atlanta, Georgia.

The Home Depot Careers

Join the vibrant team at The Home Depot, the largest home improvement retailer in the U.S., where your career can flourish in an environment ripe with opportunities for growth and innovation. As a market leader, The Home Depot offers a variety of job opportunities that allow professionals to thrive in a culture that values leadership, diversity, and professional development. Work You’ll Do At The Home Depot, you’ll be part of a team that’s committed to helping homeowners, builders, and do-it-yourselfers bring their visions to life. Our extensive range of job opportunities spans from store operations to supply chain management, from IT to marketing. No matter where you start, you’ll be doing work that matters, impacting our customers' lives and experiences. Transform Your Career Step into a role within The Home Depot and join a network of over 400,000 associates who are as passionate about building their careers as they are about helping our customers. Leadership at The Home Depot means continuous improvement, embracing diversity, and fostering a culture of inclusion and respect that makes us stronger. Innovate with Us Innovation isn’t just a buzzword at The Home Depot; it’s the backbone of how we do business. We are constantly seeking out new technologies and tools to improve every aspect of our operations, from logistics to customer service. Join us, and bring your unique perspective and skills to a team that’s setting the standard for excellence in the retail industry. Grow and Develop The Home Depot is committed to the growth and development of its associates through robust training programs, leadership workshops, and opportunities for advancement. Whether you’re looking for a part-time position or a full-time career, The Home Depot nurtures your professional growth every step of the way. Internship Programs Dive into the professional world through The Home Depot’s internship programs, which offer a dynamic environment to gain hands-on experience and develop critical skills in various business areas. Our internships provide a platform to connect with leaders and peers, enhancing your resume and preparing you for future employment. Benefits and Culture Choosing to start your career at The Home Depot means more than just securing a job. It means you gain access to unparalleled benefits that support your life and well-being, from health insurance to educational assistance. Our commitment to employees is reflected in our open, supportive culture where everyone’s voice is heard, and every team member’s contribution is valued. Join Our Team Ready to take the next step in your career? Explore the wide range of positions available at The Home Depot, where we’re hiring passionate, curious, and innovative team players. Search open positions that match your skills and interests on our Jobs page. Stay Connected Keep up to date with the latest career tips, company news, and industry insights—all from the people who work here. Subscribe to our Careers Blog and personalize your subscription to receive updates that align with your career interests and goals. At The Home Depot, we don’t just offer jobs—we offer careers that make a difference. Join us, and be a part of something bigger as we continue to invest in your future and our shared success.
Learn more about The Home Depot
Size
490,600 employees
Market Cap
$323 billion
Industry
Net Income
$12.8 billion
Founded
1978
5 Year Trend
+9.8%
Revenue
$132.1 billion
NASDAQ

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