Remote

eCommerce Product and Support Analyst

Alterra Mountain Company
parental leave, paid time off, flex time, 401(k), remote work
United States, Colorado, Denver
Nov 20, 2024
Year Round COLLABORATION \| AUTHENTICITY \| PURPOSE \| EMPOWERMENT Alterra Mountain Company is a family of iconic year-round mountain destinations, the world's largest heli-skiing operation, and Ikon Pass - the premier ski and snowboard season pass offering access to more than 50 iconic mountain destinations around the world. Headquartered in Denver, Colorado and born out of a shared love of the mountains and adventure, Alterra Mountain Company exists to shape the future of mountain adventure. WHAT WE OFFER Free Ikon Pass for all eligible employees + additional free skiing/riding privileges across the family of Alterra Mountain Company resorts for eligible employees and their dependents Discounted skiing/riding for friends and family of eligible employees across the family of Alterra Mountain Company resorts Flexible Time Off (FTO) and Paid Time Off (PTO) policies for eligible employees to relax and recharge Generous discounts on outdoor gear, apparel, rental cars, etc. Medical, dental, vision, life, AD&D, short-term & long-term disability insurance, EAP, HSAs, FSAs, and more 401(k) plan with generous company match Paid parental leave of up to 6 weeks for eligible employees Commuter benefits (Denver employees only) Flexible/hybrid workplace policy empowering employees to work from home, while encouraging regular in-person collaboration in our dog-friendly company headquarters office located in Denver's RiNo Art District neighborhood For information on Alterra Mountain Company's Social Responsibility work including our Diversity, Equity, & Inclusion actions, please see our webpage at www.alterramtnco.com/social-responsibility. Among other resources, Alterra has Employee Resource Groups to support the BIPOC (Black, Indigenous, and people of color), disability, LGBTQIA2S+, and women communities within our workforce. POSITION SUMMARY The Alterra Advanced Purchase Platform team is looking for a talented Business Analyst who has experience in product build and support, preferably in the ski industry. The eCommerce Product and Support Analyst will assist the Ecommerce Product Operations Manager with routine store build and maintenance, requiring the accurate and timely execution of business requirement gathering, product build, launch, maintenance, and support. The ideal candidate can quickly forge relationships with cross-functional team members both at headquarters and in the resorts while working with a fully remote team. The Product Operations team will be responsible for supporting destinations 7 days a week based on destination operating hours via Alterra Mountain Company's standard ticketing system and are required to meet SLA agreements. The position will also assist new destination acquisitions e-commerce system implementations with gathering product requirements, building, and testing new products and store builds. ESSENTIAL DUTIES General Responsibilities Provide day-today support to resort stakeholders on the configuration and troubleshooting of their eCommerce and call center products; includes identifying and driving opportunities to solve business and operational challenges. Build and support eCommerce products. Includes taxonomy, product build, attributes, pricing, and promotions. Collect and execute new product build requirements and product change requests. Build, configure, and train new eCommerce and call center installations. Build product for KPI measurement and testing. Implement product optimization tests for merchandising team. Perform ongoing quality control and go-live quality checks. Proactively share opportunities to improve any aspect of destination ecommerce experience, not limited to product build process, QA, support requirements, stakeholder requirements, communications, product functionally, etc. Define and validate new functionality. Ability to work independently while maintaining effective communication on fully remote team. Other duties as assigned. Working Hour details Some weekends and holidays to maintain adequate coverage 7 days/week support based on destination operating hours. Schedule may require working weekends and rotating holidays dependent on full team schedule REQUIRED QUALIFICATIONS Ability to work cross-functionally with the headquarters IT and Marketing organizations. Ability to work with distributed resort personnel including IT, Marketing and Call Center employees. Ability to uncover needs business users would not be able to articulate on their own. Ability to identify requirements to ensure end-to-end service performance from the end-user's perspective. Ability to influence and inform business decisions. Ability to engage and educate stakeholders on business context of solution. Ability to guide and manage interactions with vendors across application stack. Experience working with standard technology productivity tools such as Microsoft Office suite (Excel, Word, PowerPoint, and Visio) and Fresh Service. Excellent written and verbal communication skills. Ability to accomplish/complete a task while demonstrating a thorough concern for all the areas involved, no matter how small. Domain knowledge of hospitality, travel, and leisure industries. Experience building, and/or managing products within a point-of-sale system. Professional/lived experience working in a culturally competent manner with a diverse range of people. PREFERRED REQUIREMENTS 3 years of experience working hands-on with the Inntopia central reservation platform or Aspenware Commerce. 2 years' experience working hands-on with a commercial eCommerce platform, call center environment, and resort environment (ski preferred). Possess working knowledge of Aspenware e-commerce platform and Inntopia central reservation and e-commerce platform. EDUCATION REQUIREMENTS Bachelor's degree, or equivalent combination of education and experience. The base salary range below represents the low and high end of the Alterra Mtn Co Shared Services Inc. salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of the Company's total compensation package for employees. Other rewards may include short-term and long-term incentives and many region-specific benefits. Denver area base salary range: $67,000 to $87,000 per year Application Deadline: This position is open and still accepting applications. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. Alterra Mountain Company and its affiliates are equal opportunity employers.