Mgr, Digital Site Ops

Overall Job Summary

The Manager, Digital Operations is responsible for leading a critical area of Tractor Supply's digital operations, ensuring reliable, accurate, and efficient digital experiences that support customers and business objectives. This role provides leadership and operational oversight within an assigned area of focus, which may include digital site operations, incident management, promotional operations, or other digital commerce capabilities.

The Manager partners closely with Product, Technology, Merchandising, Marketing, Customer Solutions, and other cross-functional teams to establish scalable operational processes, improve execution, resolve complex business challenges, and continuously enhance the digital customer experience.

This role combines strong business acumen, digital expertise, analytical problem solving, and cross-functional leadership to drive operational excellence across Tractor Supply's digital ecosystem.

Essential Duties and Responsibilities (Min 5%)

Lead day-to-day operations and execution for an assigned digital operations function, ensuring business objectives, customer expectations, and operational standards are achieved.

Establish and maintain scalable processes, governance, controls, and operating procedures that improve the quality and efficiency of digital operations.

Partner across Digital, Product, Technology, Merchandising, Marketing, Customer Solutions, and other business functions to coordinate execution and resolve complex operational needs.

Monitor operational performance and customer experience, proactively identifying risks, defects, trends, and opportunities for improvement.

Develop and utilize metrics, reporting, and analytics to measure operational health, identify root causes, and inform business decisions.

Lead the resolution and escalation of complex operational issues, coordinating appropriate business and technology partners to minimize customer and business impact.

Drive automation and process improvements that reduce manual effort, improve accuracy, mitigate operational risk, and increase scalability.

Support the successful implementation of digital initiatives, capabilities, releases, and major business events through operational planning, testing, validation, and readiness activities.

Translate business needs and operational requirements into clear actions for cross-functional partners and technology teams.

Establish feedback loops to ensure operational learnings are incorporated into future processes, capabilities, and customer experiences.

Identify systemic opportunities and lead continuous improvement initiatives that enhance digital performance and operational effectiveness.

Develop reporting and communicate operational performance, risks, priorities, and recommendations to business partners and leadership.

Maintain awareness of ecommerce trends, emerging technologies, and digital operations best practices to identify opportunities to evolve capabilities.

Lead, coach, and develop team members while fostering a culture of customer focus, accountability, collaboration, and continuous improvement.

Required Qualifications

Experience: 5+ years of experience in digital operations, e-commerce, or customer engagement, with a focus on Q&A and R&R platforms.

Education: Bachelor's degree in Business, Marketing, Digital Operations, or a related field; equivalent experience will be considered.

Professional Certifications: None

Preferred knowledge, skills or abilities

• Working knowledge of web-based programming and website configuration methodology
• Proven ability to analyze and comprehend complex data sets
• Outstanding communication skills including the ability to translate detailed technical information to easily understood concepts, decisions, and actions.
• Strong Business acumen
• Demonstrated ability to influence and ensure alignment with cross functional stakeholders
• Experience working with vendors and outsider suppliers
• Understanding of and familiarity with web and emerging technologies
• Strong PC skill set, including MS Office with emphasis on Excel, Word and PowerPoint
• Demonstrated success in managing third-party tools, or similar platforms, in a business environment.
• Strong project management skills with the ability to prioritize and manage multiple initiatives simultaneously.
• Exceptional analytical skills and proficiency with data visualization tools (e.g., Tableau, Power BI).
• Outstanding communication and interpersonal skills to effectively collaborate with diverse stakeholders.
• Customer-focused mindset with a passion for delivering excellent user experiences.

Working Conditions

• Normal office working conditions

Physical Requirements

• Sitting
• Standing (not walking)
• Walking
• Kneeling/Stooping/Bending
• Reaching overhead
• Driving a vehicle
• 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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