Analyst – Content Oversight, UGC, Ratings

Overview

Independently manage User Generated Content (UGC) operations and support key UGC strategic initiatives, including analysis of Ratings & Reviews and Q&A data, reporting, and cross-functional execution.

What you'll do

• Independently manage day-to-day UGC activities and ticketing, and resolve assigned issues within defined SLAs.
• Drive assigned deliverables with strong ownership and accountability, with minimal follow-up.
• Proactively communicate progress, risks, blockers, and dependencies to relevant stakeholders.
• Perform quality checks and audits to ensure process accuracy and compliance.
• Leverage AI tools, including ChatGPT and Custom GPTs, to support analysis, reporting, and productivity.
• Analyze UGC data to identify Ratings & Reviews and Q&A gaps, trends, and opportunities.
• Partner with cross-functional teams to identify and address UGC gaps and opportunities.
• Collaborate with onshore and offshore teams to improve UGC coverage across Lowe's catalog.
• Support UGC initiatives including syndication, review migration, product families, moderation, and review generation.
• Support DCR and PLR activities through data preparation, analysis, and opportunity identification.
• Own weekly, monthly, and leadership reporting, including KPI tracking and performance measurement.
• Create executive-level presentations highlighting key insights, risks, opportunities, and recommendations.
• Support Power BI / MicroStrategy dashboards and validate reporting accuracy.
• Perform gap analysis and provide actionable recommendations to improve UGC performance.
• Work with Brand Advocates, vendors, Merchants, and stakeholders to improve Ratings & Reviews and Q&A performance.
• Identify recurring operational issues and partner with relevant teams toward resolution.
• Maintain process documentation, SOPs, process flows, and reference materials.
• Identify process improvement and automation opportunities to improve efficiency.
• Work toward individual and team goals with a focus on measurable business impact.

What you'll need

• 2+ years of Retail Experience.
• Bachelor's degree / MBA / Retail Operations Management.
• Understanding of the Retail Industry (local or global).
• Strong communication skills, with the ability to comprehend, articulate and communicate locally and globally.
• Problem solving: ability to leverage data, information and visuals to solve business and execution challenges.
• Strong comprehension, communication, and executive presentation skills.

Nice to have

• Any UGC or Ratings and Reviews experience.

Details

• Based at the on-site office in Bengaluru.