POSITION TITLE:  Analyst – Customer Care Support       

REPORTS TO: Sr. Manager – Customer Operations

POSITION SUMMARY:

The Analyst, Customer Care Support plays a pivotal role in elevating the customer experience. This involves analyzing customer behavior to pinpoint areas of friction and identify opportunities for optimizing support processes. The role requires collaboration with internal teams (Technology, Merchandising, Product, Project Management) and external vendors to develop data-driven strategies. Key responsibilities include ensuring the stability and performance of customer care systems and prioritizing enhancements that boost customer satisfaction and operational efficiency. The ideal candidate possesses strong analytical thinking, technical agility, and relationship-building skills, coupled with effective communication, problem-solving abilities and the capacity to prioritize tasks in a fast-paced environment. As an Analyst, Customer Care Support, you will exemplify our values by fostering a positive and productive workplace culture and serving as a role model for all associates.

RESPONSIBILITIES:

Serve as a liaison between Technology teams, the Customer Care department, and third-party vendors to advance and support Customer Care systems, as well as customer and agent experiences Participate in technical research and development to enable continuous innovation within the infrastructure Support the customer care experience by partnering with Technology, Merchandising, Product, and Project Management teams to incorporate the customer voice into technology-focused triage discussions Maintain the Direct Ops Email and Direct Ops Queue within established SLA Support the agent and customer experience by providing thorough information when managing the email channel, or when communicating large incidents, release notifications, project launches, etc Assist with customer care support by partnering with our Distribution Centers to mitigate and resolve technology-based challenges Identify, prioritize, and escalate customer and agent friction points and partner with internal and external teams to support resolution Serve as a subject matter expert on customer care processes and systems involving the customer and agent experience Maintain all systems and take preventative measures to ensure the least possible risk of system downtime Coordinate and schedule necessary maintenance with IT partners and third-party vendors Improve systems performance by ensuring product updates and enhancements are executed successfully Triage all user issues across internal and external partners; including systems access issues Assist with projects including definition of needs, research and development, technical analysis, partnership with operations, testing, and launching Create and maintain SOP documentation to include system standards and triage protocols On-call responsibilities Additional duties as assigned

QUALIFICATIONS:

Bachelor’s degree in Information Systems, Computer Science, or a related technical field preferred or an equivalent combination of education and experience Retail industry experience is a plus Flexibility to work outside standard business hours, including evenings and weekends, as needed Proficient in Google Workspace and internet-based applications Forward-thinking and self-motivated, with strong analytical, problem-solving, planning and interpersonal skills Excellent verbal and written communication skills Proven ability to collaborate and thrive in a team-oriented environment Ability to influence cross-functional partners and senior leadership Thrives in a fast-paced, deadline-driven environment

PAY/BENEFITS INFORMATION:

Actual starting pay is determined by various factors, including but not limited to relevant experience and location. Subject to eligibility requirements, associates may receive health care benefits (including medical, vision, and dental); wellness benefits; 401(k) retirement benefits; life and disability insurance; employee stock purchase program; paid time off; paid sick leave; and parental leave and benefits. Paid Time Off, paid sick leave, and holiday pay vary by job level and type, job location, employment classification (part-time or full-time / exempt or non-exempt), and years of service.  For additional information, please click here. AEO may also provide discretionary bonuses and other incentives at its discretion.