IND_Senior Analyst-Marketplace Seller Support at Lowe's in Bengaluru

Job description

• This position is based at our on-site office in Bengaluru. Lowe's offers an ultramodern work environment, complete with cutting-edge technology, collaborative workspaces, an on-site gym and clinic, and other perks to enhance your work experience.
• The Senior Analyst, Marketplace Seller Support serves as an escalation specialist responsible for resolving complex seller issues and improving overall support quality. This role supports operational volumes while also helping the team close knowledge gaps, improve documentation, and strengthen escalation outcomes.
• They will focus on driving projects that contribute to improvements in seller and internal performance and profitability.
• Functions of the role include generating Marketplace seller data analysis, driving key projects, monitoring and driving seller Experience improvements that deliver to business goals. Managing third party seller inquiries and building relationships with sellers and other cross functional stakeholders within Lowe’s. Overall, this role contributes to online business segments that play an important role in moving the online business forward by driving ongoing improvements. The successful candidate will be an individual who can identify and support strategic improvement initiatives for seller performance and experience, while being able to dive deep into areas of opportunity and develop solutions and processes towards improvements. This associate will work cross-functionally with multiple technical and operational teams within Lowe’s organization and drive projects and partners to complete execution.

Responsibilities

• Handle escalated or high-complexity seller cases across catalog, operations, promotions, seller profile, accounting, performance, and related issue categories.
• Resolve non-standard issues that require deeper investigation, judgment, or SME consultation. Support Analysts and Associate Analysts with case guidance and escalation decisions.
• Identify recurring undocumented questions and prepare them for SME review and SOP or knowledge-base creation. Act as a liaison between Seller Support and defined SMEs when resolution paths are unclear.
• Support queue health by assisting with aged cases, repeat contacts, and exception management. Maintain strong case notes, documentation quality, and seller communication standards.
• Lead data driven projects from definition through interpretation and execution stages.
• Partner with third party seller community to drive ship on time improvements and reduce. Identify process gaps and provide solutions on how to close identified gaps cancellations in partnership with internal teams.
• Assist management team with special projects and process improvements.
• Liaison between core teams at Lowe’s to ensure that seller issues are resolved quickly. Partner with core teams at Lowe’s and within the marketplace seller network to improve seller performance and provide teams with data and metrics to ensure third party seller performance is considered in business decisions
• Develop and execute management level reporting to support key metrics and initiatives. Reporting should track performance to the goals and where applicable build automation.
• Collaborates with the US team to ensure they are aligned on projects, timelines, etc.
• Plan, build, and execute communication related to initiatives, capabilities, features, and improvements to ensure business teams are appropriately informed. Teach peers and working teams about components and importance of online business segment. Seek feedback.
• Identify tools and support needed to complete individual work assignments on time and with high quality.
• Lead onboarding, mentoring, and continuous improvement activities within the team.
• Flexible Shift based role

Requirements

• 5+ Years relevant experience in online/retail merchandising, digital business, operations
• Bachelors Degree Business Administration, Marketing, Operations, Data Analytics, or related field
• Primary Skills (must have)
• Experience with digital or marketplace or category merchandising
• Detail-oriented with strong operational mindset
• Proven Expertise in marketplace assortment management and associated tools such as Rithum/DSCO,Mirakl,Syndigo etc.
• Experience with data analysis and providing insights about the data
• Experience working with Excel and other data/reporting tools
• Excellent written and verbal communication skills, including the ability to converse with US based sellers via email, phone, teams calls(to be evaluated)
• Excellent problem-solving and time management skills
• Retail corporate experience
• Experience managing a business portfolio in a large retail environment
• Experience with Ticketing/volume management tools
• Account management, client serving or consulting experience
• Business operations experience
• familiarity with Adobe Analytics, Power BI, Tableau, Superset, or other analytics platforms

Skills

Preferred

• Retail corporate experience
• Business operations experience