Mgr, Digital Site Ops

Mgr, Digital Site Ops

Overall Job Summary

We are seeking a dynamic and results-driven Manager, Digital Site Ops, to join our Digital team. This role is a key contributor in improving our Question & Answer (Q&A) and Ratings & Reviews (R&R) operations, ensuring we deliver a best-in-class customer experience. The ideal candidate will possess a strong understanding of digital customer engagement, cross-functional collaboration, and data-driven optimization to create value for our business and delight for our customers.

Essential Duties and Responsibilities (Min 5%)

• Oversee our vendor operations, including the health, maintenance, and continuous improvement of our Q&A and R&R platforms.
• Manage workflows and ensure timely and accurate responses to customer inquiries and reviews.
• Partner closely with Product Managers, IT, and Customer Support Centers to align vendor strategies with business goals.
• Work with internal teams to define and prioritize enhancements to improve the customer experience.
• Coordinate with third-party vendors and stakeholders to address operational needs.
• Analyze data and performance metrics to identify opportunities for improvement and measure the impact of implemented strategies.
• Develop and maintain dashboards to monitor the health of Q&A and R&R programs.
• Structure and create a SEEDS program in coordination with Merchants, Business, and UX.
• Benchmark against industry best practices and recommend innovations to stay ahead in the market.
• Advocate for the voice of the customer by leveraging vendor insights to inform strategic decisions.
• Ensure that the platform fosters genuine, transparent, and helpful customer interactions.

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.

Please visit this link for more specific information about the benefits and leave policies applicable to the position you're applying for.