Mgr, Digital Order Management

Mgr, Digital Order Management

Overall Job Summary

The Manager, Digital Order Management oversees end‑to‑end digital order processing and fulfillment within an omni‑channel retail environment. This role ensures seamless order capture, validation, tracking, and coordination, collaborating with cross‑functional partners like logistics, tech, and customer support to deliver a frictionless customer experience. Inspired by best practices in digital retail operations and traditional order management roles.

Essential Duties and Responsibilities (Min 5%)

Order Lifecycle Oversight

• Manage digital order capture, validation, and fulfillment tracking across web, mobile, and marketplace channels. Ensure efficient transitions between order stages and timely delivery.

Cross-Functional Coordination

• Collaborate with digital merchandising, supply chain, customer service, and fulfillment teams to synchronize product availability, dispatch timing, and communication flows.

Exception & Issue Management

• Monitor orders for exceptions (e.g., errors, delays), proactively resolve issues, and coordinate escalations to restore service and maintain customer satisfaction.

Order Data & Reporting

• Track and analyze order trends, fulfillment cycle times, and KPIs. Develop dashboards and reports to highlight key performance metrics and opportunities for process improvement.

Systems Optimization & Innovation

• Recommend enhancements to order management systems-such as OMS, ERP, or integration tools-to improve automation, accuracy, and scalability.

Team Leadership & Process Governance

• Manage and mentor a team of order management specialists. Define SOPs, establish metrics and SLAs, and support auditing and compliance for digital order workflows

Required Qualifications

Experience: 5+ years of experience in order management, digital operations, or e‑commerce logistics-ideally in a multi‑channel retail environment

Education: Bachelor's degree in Business, Supply Chain, Operations or related field from an accredited college or university. Any suitable combination of education and experience will be considered.

Professional Certifications: None

Preferred knowledge, skills or abilities

• Proven ability managing order processing systems and workflows; familiarity with OMS, SAP, or similar platforms preferred.
• Strong analytical skills, with experience in SQL, Power BI & performance reporting.
• Excellent communication and interpersonal skills; adept at cross‑functional collaboration in fast‑paced settings.
• Detail-oriented, with a proactive mindset toward continuous process improvement and customer satisfaction.

Working Conditions

• Normal office working conditions

Physical Requirements

• Sitting
• Standing (not walking)
• Lifting up to 10 pounds

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.

Company Info

At Tractor Supply and Petsense by Tractor Supply, our Team Members are the heart of our success. Their dedication, passion, and hard work drive everything we do, and we are committed to supporting them with a comprehensive and accessible total reward package. We understand the evolving needs of our Team Members and their families, and we strive to offer meaningful, competitive, and sustainable benefits that support their well-being today and in the future.

Our benefits extend beyond medical, dental, and vision coverage, including company-paid life and disability insurance, paid parental leave, tuition reimbursement, and family planning resources such as adoption and surrogacy assistance, for all full-time Team Members and all part-time Team Members. Part time new hires gain eligibility for TSC Benefits by averaging at least 15 hours per week during their 90-day lookback period. The lookback period starts the first of the month following the date of hire. If the 15-hour requirement was met, the benefits eligibility date will be the first day of the month following 4 months of continuous service.

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