Job Description

Site Operations Analyst 

Location:  Remote, USA
Duration:  6  Month Contract

**Hours for this position are Saturday and Sunday day shifts 7am to 4 pm CT or 8 am to 5 pm CT and 3 weekday day shifts.**

Overview:
The Site Operations Analyst I supports the day-to-day operations of digital tools, platforms, and guest-facing experiences. This role is responsible for monitoring the website and app, communicating issues, executing site updates, and escalating incidents to the appropriate teams. This position will provide Saturday and Sunday daytime support.

Daily Monitoring & Operations

• Monitor dashboards, guest feedback and escalations (e-mails, 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

Incident Management & Issue Resolution

• 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
• Track issues through resolution and communicate status updates

Cross-Functional Collaboration

• Act as the bridge between business, IT, product, and operations
• Participate in standups, incident calls, and project meetings

Data Analysis & Insights

• Pull and analyze reports (conversion, inventory availability, error rates)
• Compare trends over time (day-over-day, promo vs. non-promo)
• Translate data into simple insights (what happened, why, impact)

Testing & Quality Assurance

• Execute test cases for new features as assigned (functional, regression, edge cases)
• Validate experiences across devices (desktop, mobile, app)
• Document defects clearly with steps to reproduce
• Partner with Devops on resolutions for production issues

ADDITIONAL RESPONSIBILITIES:

• Monitor and support daily operations of digital platforms
• Identify, triage, and resolve 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

THE ESSENTIALS FOR SUCCESS:

• 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