User Generated Content Analyst

Online Operations Analyst - User Generated Content6 month contract with potential for 6 month extensionHybrid in Atlanta, GA 30339Position Purpose:The Sr. Analyst role will join the UGC Online Operations program (User Generated Content). The UGC analyst will support the backend operations of collection, analyzation, distribution, and display of both Ratings & Review and Question & Answers on 3.5M pages on the website of this retailer.Responsibilities:Support existing channels for collecting new product reviewsManage Post-Purchase Product Review Request emails (PPC) that sends millions of emails per month to verified purchasers requesting a product review, and the reviewAssess performance, monitor health, remove friction, and support the creation and rollout of brand new review submission channels.Execute deep dive analyses on review submission trendsExecute ad hoc investigations in the event of operational breakdowns and identify root causesEnables partners with UGC data and distributes UGC data based on insight and trend to partner teams.Drive enablement of UGC best practices with key stakeholders.Function as the SME to UGC reportingTracks engagement and conversion KPIs on PIP with UGC content and will connect that back to the review collection strategies and gaps.Analyze the performance of our Q&A program and make suggestions for SOP improvements.Monitor unanswered questions, answered questions as it relates to conversion, and processes that alert suppliers of unanswered questions.UGC Program Analyzation:The analyst will analyze UGC program (content operational support via Zendesk) performance and identify gaps and inefficiencies in SOPs to ensure a world class level of support and operations.Preferred Qualifications:Bachelor's degree4 or more years of Ecommerce web site experienceUnderstanding of business operational concepts through understanding of end to end purchase flow, customer path to purchase, fulfilment types etc.,Experience working in customer focused ecommerce positionExperience working in an online retail environmentAnalytical skillsExpert in Excel and data visualizationStrong customer centric focusProven track record of taking ownership and driving meaningful resultsExceptional interpersonal, communication skillsAbility to collaborate and work with team