Digital Operations Lead: Customer Platform Support & Improvement

Caterpillar Inc

Illinois

On-site

USD 98,000 - 146,000

Full time

9 days ago

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Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid time off

401(k) savings

HSA

FSA

Career development

Incentive bonus

Disability benefits

Life Insurance

Parental leave

Tuition reimbursement

Job summary

Caterpillar Inc. in the United States (Illinois) is seeking a Digital Operations Support Analyst to join the Cat Customer Support team.

You will work with stakeholders, support teams, and engineering partners to ensure reliable operation of Digital Marketing platforms, manage incidents, service requests, defects, and platform readiness across initiatives. You will analyze data, monitor KPIs, drive continuous improvement, and mentor Tier 1 support teams while partnering with product, engineering,

Qualifications

Experience supporting enterprise digital platforms such as AEM, DAM, eCommerce, Salesforce.
Strong analytics and KPI reporting using Power BI/Tableau.
Familiar with Agile delivery and tools like Jira, Azure DevOps, Rally, or Mingle.
Ability to collaborate with stakeholders, product teams, engineering, and support organizations.
Knowledge of Microsoft 365 apps (Excel, PowerPoint, Word, Teams).

Responsibilities

Lead day-to-day support operations for Digital Marketing, Content Supply Chain, DAM, eCommerce, and customer platforms.
Coordinate escalations and communications across business and technical teams.
Monitor platform health and service metrics to identify trends and risks.
Champion operational excellence and continuous service improvement across supported platforms.
Analyze case data, customer interactions, and dashboards to identify improvements.
Support onboarding of new products and ensure readiness for support.