Principal Product Support Analyst in Scottsdale, AZ at Discount Tire Corporate Careers

Date Posted: 11/10/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Region:
  • Experience:
    Not Specified
  • Date Posted:
    11/10/2021

Job Description

Here at Discount Tire, we celebrate the spirit of our people with extraordinary pride and enthusiasm. Our business has been growing for more than 60 years and now is the best time in our history to join us. We are opening more locations every year and we are always looking for qualified individuals to join us in our growth. We are a company that promotes from within, both in our retail and corporate operations. 

The Principal Product Support Analyst helps oversee the performance of the Product Support team ensuring efficiency and customer satisfaction.  Engages with leadership and strategic stakeholders to obtain data, prioritize resources and build scaled structures and processes. 

 

Essential Duties and Responsibilities:

  • Accountable for work of self and others; sets standards around which other will operate
  • Work independently, requires mentoring in only the most complex or leadership situations
  • Acts as advisor to management and key external partners on application support
  • Liaises as the routine contact point for the team, receiving and handling requests for support outside of incident tickets (production support readiness, etc.)
  • Ensure good interdepartmental relationships and the building of trust for the team
  • Evaluates capacity utilization of resources and initiates solutions to address areas of excess or shortages
  • Holds team resources accountable for adhering to practices and policies and meeting expected metric performance
  • Provides feedback and mentoring to others on the team
  • Assists in resolving complex issues providing learning opportunities for the team
  • Designs and maintains an onboarding training program for new team resources
  • Establishing scalable processes while providing analytical support to meet immediate needs for understanding performance.
  • Identify customer needs with regards to the following: reporting, KPI definition, performance measurement, and insights.
  • Identify and implement opportunities for automation to reduce manual and complex processes
  • Assesses, analyses, creates, documents, presents and implements changes based on requests for change from customers or leadership
  • Coordinates across support teams to quickly resolve disruptions to technology services, performs root cause analysis and takes the preventative measures needed
  • Manages the escalation of unresolved incidents
  • Capable of dissecting a problem into manageable parts
  • Achieve scale by establishing best practices, automating processes, and identifying structural needs
  • Help execute the analytics team strategy to improve data, build compelling dashboards, and form the tools and processes necessary for a robust, democratized, data-driven organization.
  • Use your understanding of Discount Tire’s business to identify trends and find opportunities to unlock new sources of growth.
  • Work with large, complex data sets. Solve difficult, non-routine analysis problems, applying advanced analytical methods as needed; Conduct end-to-end analysis that includes data gathering and requirements specification, processing, analysis, ongoing deliverables and presentations
  • Utilize excellent communication skills to clearly distill the essence of your technical work to audiences of all levels and across multiple functional areas.
  • Develop deep product intuition that you leverage to influence future product roadmaps and drive decision making.
  • Work with product and engineering to craft experiments and test hypotheses.
  • Navigate complex situations and influence across multiple product areas by leveraging leadership acumen.
  • Complete work in a timely and accurate manner while providing exceptional customer service
  • Other duties as assigned

Job Requirements

Qualifications:

  • Minimum of eight years professional product support analyst-related experience and a team-player attitude.
  • Strong leadership/decision-making skills
  • Proven analytical, technical and problem-solving skills with a strong attention to detail
  • Extensive knowledge of statistics and analytical concepts.  You are familiar with multiple analytics and visualization tools, particularly Looker, Databricks, Big Query, and have a familiarity with statistical analysis tools (i.e. Python, R, Stata)
  • Quantitative analysis experience required.
  • Experience utilizing data to drive product decisions and change minds.
  • Exceptional oral and written communication skills, tailored to audiences with various technical skills and abilities
  • Ability to craft an engaging narrative backed with concise data visualizations to broad audiences.
  • Maintains a strong customer advocate support philosophy
  • Positive attitude and a flexible approach
  • Comfortable in a fast-paced environment
  • Proven ability to build strong relationships interdepartmentally
  • Ability to work independently and in a team is vital.
  • Proven ability to work efficiently and accurately under pressure, meet deadlines and present a professional demeanor is essential.
  • Proven ability to respond to different organizational situations while maintaining a positive and friendly attitude is necessary.
  • Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.
  • In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.

 

Educational Requirements:

This position requires an bachelor’s degree in Computer Science, information Technology, IT Engineering, quantitative analysis or related field or equivalent work experience.

 

Work Days:

Normal work days are Monday through Friday.  Occasional Saturdays and Sundays may be necessary.

 

Work Hours:

Normal work hours are 6:00 a.m. to 5:00 p.m.  Additional hours may be necessary.