Ecommerce operations Analyst

Duration: 12 months (temporary assignment, remote)

Pay Rate: $30.00/hour

Schedule: Saturday and Sunday daytime support

Responsibilities

• Monitor dashboards, guest feedback, and escalations (emails, teams, orders, traffic, errors, booking flows) and escalate issues to the appropriate teams.
• Use alerting systems (e.g., JIRA, ServiceNow, monitoring tools) to catch issues early.
• Triage incoming tickets by severity (high = revenue/customer impact).
• Reproduce issues and gather key details (screenshots, timestamps, impacted systems).
• Escalate to IT or engineering with clear documentation and track issues through resolution.
• Communicate status updates and act as the bridge between business, IT, product, and operations.
• Participate in standups, incident calls, and project meetings.
• Pull and analyze reports (conversion, inventory availability, error rates) and compare trends over time (day-over-day, promo vs. non-promo).
• Translate data into simple insights (what happened, why, impact).
• Execute test cases for new features (functional, regression, edge cases) and validate experiences across devices (desktop, mobile, app).
• Document defects clearly with steps to reproduce and partner with DevOps on resolutions for production issues.
• Monitor and support daily operations of digital platforms, identifying, triaging, and resolving technical and operational issues in a timely manner.
• Partner with IT and business teams to escalate and track incidents to resolution.
• Assist in testing, validation, and deployment of new features and enhancements.
• Maintain documentation for processes, workflows, and system changes.
• Support execution of digital initiatives such as personalization.
• Analyze basic performance metrics and user feedback to identify improvement opportunities.
• Ensure data accuracy and system integrity across digital platforms.
• Provide support for cross-functional teams and stakeholders.
• Support Senior Digital Operations Analysts as needed.

Requirements

• Bachelor’s degree in Business, Information Systems, Marketing, or related field (or equivalent experience).
• 2+ years of experience in digital operations, eCommerce, or technical support.
• Strong problem-solving and analytical skills.
• Basic understanding of digital platforms and user experience.
• Familiarity with ticketing systems (e.g., JIRA, ServiceNow) is a plus.
• Strong communication and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.