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Digital Operations Analyst 

This is a hybrid position that requires working from our Legacy West Support Center in Plano, Texas.

At SBH, our purpose is to inspire a more colorful, confident, and welcoming world. We are the leader in professional hair color, selling and distributing professional beauty supplies across 11 countries through our Sally Beauty and Beauty Systems Group businesses. Sally Beauty offers products for hair color, hair care, nails, and skin care to retail customers looking for salon quality products at a value price. Beauty Systems Group, branded as Cosmo Prof or Armstrong McCall stores, along with its direct sales consultants, sell professionally branded products intended for use and resale by salons to retail consumers.

About the role

The Digital Operations Analyst plays a key role in owning and driving operational performance across digital platforms, tools, and processes. This role sits at the intersection of business operations, technology, and data, ensuring digital experiences run efficiently, reliably, and at scale.

This position evaluates operational and performance data to identify trends, risks, and opportunities, and makes recommendations that impact digital business outcomes, customer experience, and operational efficiency. The role requires strong analytical capabilities, independent judgment, and the ability to translate insights into prioritized actions.

Responsibilities

• Evaluate and interpret operational and performance data to identify trends, risks, and opportunities, and develop actionable recommendations that influence business decisions

• Design, develop and maintain dashboards, reports, and KPIs to track business and operational health 
• Manages day-to-day digital operations, including issue tracking, resolution coordination, and escalation management 
• Partner with cross-functional teams (e.g., Product, Engineering, Marketing, Customer Support) to ensure smooth execution of digital initiatives 
• Identify and implement process improvements to increase efficiency, scalability, and consistency 
• Performs testing, QA validation, and deployment activities for updates, campaigns, or releases 
• Monitors workflows, backlogs, and operational tasks to ensure timely delivery 
• Conduct root cause analysis for operational issues and help drive corrective actions 
• Ensure data accuracy and integrity across systems, tools, and reporting 
• Document processes, procedures, and operational best practices 
• Support tools and platforms used in digital operations (e.g., analytics, CMS, ecommerce platforms, ticketing systems) 

• Provide data-driven insights and recommendations to stakeholders to inform decisions that improve performance outcomes

• 3-5 years of experience in digital analytics, ecommerce operations, or a similar data-driven role

• Proficiency with analytics and BI tools such as GA4, Power BI, Tableau, and Salesforce Commerce Cloud (SFCC)

• Strong knowledge of ecommerce KPIs, customer behavior analytics, and digital marketing performance metrics

• Solid understanding of excel, data querying, reporting, and dashboarding principles

• Comfortable working with cross-functional teams in a fast-paced, evolving environment

• Excellent verbal and written communication skills with the ability to translate complex findings into clear business recommendations

• Proven ability to manage multiple priorities, deadlines, and stakeholders simultaneously

• Experience leading or mentoring team members is a plus (e.g., Promotions coordinator oversight)

• Energetic and proactive team player with a can-do attitude and willingness to roll up their sleeves

• Naturally curious and driven to find solutions without waiting to be asked

• Highly adaptable and resilient, with the ability to thrive amid constant change and ambiguity

• Bachelor's degree in Business, Analytics, or a related field preferred

• Passionate Learner - inquisitive about the business; open to feedback and coaching, applies learning quickly; applies learning to improve processes and procedures, proactively shares learning with colleagues and leaders; realigning and reshaping projects

• Flexible & Agile Adapter - responsive and open to change; works well with ambiguity; adapts to new plans or directions; keeps calm under pressure; perseveres to achieve the plan/task; doesn't dwell on the past

• Talent Builder - considers how we can create an inclusive culture; encourages input from others; invests time as an informal/formal coach or buddy; works to build a diverse team with the right skills and knowledge; looks for ways to acknowledge, motivate, and value the team

• Effective Communicator - articulates in an appropriate and accurate manner; emotionally astute while remaining authentic to own style/self; encourages others to express views and opinions; demonstrates active listening and uses probing questions; is concise and relevant with data/info

• Team Builder - references the importance of teamwork and actively demonstrates collaboration and sharing; builds and/or participates in effective teams; values the importance of inclusion and various sources of thought/input; humble when operating within a team   

• Customer Focused Partner - understands internal and external customer needs; contributes to plans and actions to improve the associate and customer journey/experience; holds self and team accountable for improving the customer experience; is an advocate for the customer

• Strategic Thinker - progressive thinking with the ability to bring new ideas to life; works with others to develop progressive and cost-effective strategies; provides suggestions to improve upon continuous improvement and scalability within department; uses a broad range of data sources

• Big Picture Thinker - understands own department and how other key departments operate; adopts an inclusive approach; seeks feedback reviews progress, and adapts plans as needed; understands interdependencies with other departments 

• Results Driver - effective at driving and delivering on plans; holds self and team accountable to high standard of delivery; suggests opportunities for innovation and continuous improvement; focuses on the right priorities and uses resources/time wisely; demonstrates grit and determination

• Problem Solver & Decision Maker - able to consume department/operational data to identify business; identifies, gathers, and examines the relevant information; makes recommendations and takes action to solve challenges, considers importance/impact of decisions against relevant factors

Benefits

• We offer a competitive salary and outstanding benefits package that includes medical, dental, vision, life Insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match. In addition, associates of SBH may take advantage of our in-house salon with complementary services and a varied selection of food options at our corporate campus. Also, featured at our corporate campus, is both a Sally Beauty and CosmoProf Professional onsite store, where associates enjoy a great merchandise discount!

#Hybrid