Senior Analyst, Chat Operations

Overview

Assist with the delivery of Lowe's digital commerce chat operations, supporting workstreams that may include third-party vendor management, agent operations and voice of the customer work, with guidance as needed.

What you'll do

• Oversee the customer-facing chat front-end, enabling seamless interaction between customers and both chatbots and human agents.
• Enhance the chat experience on Lowe's platforms, ensuring minimal disruption to key website functions and maximizing chat participation while reducing negative customer feedback and blocking issues.
• Manage the Salesforce platform that connects agents with customers, ensuring a smooth exchange of dynamic content such as links, images and forms.
• Monitor customer intents, transcripts and survey responses to identify areas for improvement.
• Perform QA monitoring and calibrations with the third-party site, ensuring the vendor is aligned with company policies, resolving root causes and implementing glide paths to improvement.
• Analyze data, understand trends and provide actionable insights, including strong analysis of intents, bot popularity, frequency and usage.
• Drive reporting, dashboarding and insights for strategic decision making.
• Support the Lead and manager in developing and defining processes and projects for the team, refining and managing execution for improvement and measuring KPIs.
• Analyze multiple data sources (e.g. sales, customer feedback, conversion, LTR) to identify areas of optimization, create hypotheses and define business value to drive action.
• Develop and execute work plans with the digital commerce team and cross-functional teams, ensuring work is completed on time and raising risks and issues that could cause delays.
• Prepare management-level reports.

What you'll need

• Bachelor's Degree in Business or a related field plus 4+ years of relevant experience, OR relevant work experience in retail merchandising, inventory planning, vendor performance management, assortment planning or forecasting roles for a total of 7 years' experience in lieu of education.
• Bachelor's Degree in BBA, BCom, Operations Research or a related field.
• Proven experience in chat operations, customer service platforms or e-commerce.
• Strong understanding of customer engagement strategies, chatbots and agent interactions.
• Experience working with third-party vendors, managing remote teams and driving performance.
• Proven business acumen, judgment and decision-making skills.
• Knowledge of Salesforce platforms.
• Excellent analytical, communication and problem-solving skills.

Nice to have

• Ability to segment customer data and use insights to optimize chat systems.
• Ability to conduct A/B testing, segment customer data and use insights to optimize chat systems.

Details

• Location: Bengaluru, on-site office.
• Works cross-functionally with multiple technical and operational teams within Lowe's.