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

• Bachelor's degree in Business, Marketing, Ecommerce, Retail Management, Information Systems, or related field required.
• MBA or advanced degree preferred.
• 5-8 years of experience in digital operations, ecommerce, website operations, digital product operations, or related fields.
• Experience leading cross-functional operational initiatives within a large ecommerce or omnichannel retail environment.
• Experience with digital quality assurance, website operations, or operational governance preferred.
• Prior people leadership experience preferred.

Preferred knowledge, skills or abilities

• Strong understanding of ecommerce operations, digital customer experiences, and the technologies and processes supporting a large-scale digital business.
• Strong business acumen with the ability to connect operational activities to customer experience, financial performance, and enterprise objectives.
• Proven analytical and problem-solving skills with the ability to interpret complex information, identify root causes and trends, and translate insights into actionable recommendations.
• Demonstrated ability to lead complex operational initiatives, establish scalable processes, and drive continuous improvement.
• Working knowledge of ecommerce platforms, web and mobile technologies, analytics tools, testing and monitoring capabilities, and other digital operations technologies.
• Strong organizational and project management skills with the ability to prioritize competing demands and operate effectively in a fast-paced environment.
• Exceptional written, verbal, and presentation skills, including the ability to translate complex business and technical information into clear decisions and actions.
• Demonstrated ability to influence, build alignment, and drive accountability across cross-functional business and technology teams.
• Proven ability to lead, coach, and develop team members while fostering collaboration, accountability, and customer focus

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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