Digital Operations Analyst

Overview

This is a unique and exciting time to join Express. Since launching our EXPRESSway Forward strategy in 2020, we have been steadily advancing a transformation from being known as a store in the mall to a brand with a purpose, powered by a styling community. We believe that clothes can serve a higher purpose to make people look the way they want to look and feel the way they want to feel, and our Express brand purpose - We Create Confidence & Inspire Self-Expression - speaks to the role our brand can play in their lives. In 2021, we introduced our innovative Community Commerce program, inviting brand fans and style enthusiasts to take their passion for fashion to the next level by working with us.

Today, we are building, activating and amplifying the Express styling community, and we invite you to join us. Our culture is defined by three values - Express Yourself, Express Together, Express Success - and every associate at every level in every department is an important part of our transformation and our future.

For more information about Express, Inc. please visit www.express.com.

Responsibilities

The Digital Operations Analyst at Express is a digital systems expert and team lead who provides operational support to its customers and serves as a communication funnel between digital channels and departments to continuously drive operational excellence within the eCommerce business.

This person must possess strong analytical, communication, and organization skills, have a strong sense of urgency and be highly attentive to detail. We expect this role to be able to work collaboratively across channels to identify opportunities, resolve issues and deliver a high-value and reliable customer experience at Express.com. They are responsible for:
  • Helping manage the day-to-day operations of the Express web experience, mobile app(s), and in-store digital operations.
  • Manage and analyze data and feedback to identify, develop and improve all policies, processes, and business operations.
  • Partner with all cross-functional teams to ensure the smoothest integrations and the highest level of site performance.
  • Using system knowledge and direction from Sr. Manager, analyze customer facing issues, create and escalate support tickets to the right team(s) to troubleshoot, align on best practices, and ensure new functionality and issues are resolved in a timely manner.
  • Serve as a hub of communication and work closely with system users and technical personnel to maintain site standards with regards to continual optimization. Act as a testing liaison with brand and corporate teams for new technology tools and upgrades.
  • Prepare, analyze and distribute various ad hoc/weekly/monthly/quarterly reports to support business needs including monthly VOC decks that provide key customer insights for all cross-functional leaders.
  • Identify and prioritize VOC initiatives that drive strategies across the business, improve the customer experience, and maximize sales and conversion.
  • Participate in weekly on call rotations supporting all areas of eCommerce from site maintenance and issue resolution to 24 hours on call support and off hours site flip activity.
  • Collaborate with Product Management and eComm teams to lead the prioritization and documentation of new technology and business processes.
  • Update Loyalty creative assets within Express account and vendor dashboards.
  • Leverage data and information from analytics, usability, sales and the overall industry to ensure that the site adheres to best practices and continues to evolve.
  • Collaborate with cross-functional partners to manage and implement initiatives that improve site traffic, conversion and the customer experience, including new tools and enhancements with existing 3 rd party vendor integrations.
  • Review website daily to ensure that all categories and features are functioning, and all pricing and promotions are accurate.
  • Continuously support Sr. Manager to identify opportunities to optimize and enhance all reporting, tools and site functionalities.
  • Own and lead monthly Voice of Customer meetings and agendas.

Required Experience & Qualifications
  • Education: Bachelor's Degree
  • Years of Experience: 3-5 of e-Commerce direct to consumer operations.
  • Strong knowledge of Internet and E-Commerce applications and technologies.
  • Must possess analytical skills with the ability to solve complex problems required.
  • Ability to utilize metrics/analytics to identify operational and site opportunities.
  • Strong project management, organizational and problem-solving skills to recommend solutions and roll out larger scale projects.
  • Appreciation for effective web architecture and user experience strategy.

Critical Skills & Attributes
  • Excellent and effective communication skills with a proven ability to interact & collaborate across multiple teams and vendors in order to accomplish a common goal.
  • Ability to Train Others.


Closing

As an equal opportunity employer, Express does not discriminate in hiring or terms and conditions of employment on the basis of any federal, state, or locally protected class. Express only hires individuals authorized for employment in the United States.

Notification to Agencies: Please note that Express does not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Express will not consider or approve payment to any third-parties for hires made.