Mgr, Digital Site Ops

About the role

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.

Responsibilities

• 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.

Requirements

• 5+ years of experience in digital operations, e-commerce, or customer engagement, with a focus on Q&A and R&R platforms.
• Bachelor’s degree in Business, Marketing, Digital Operations, or a related field; equivalent experience will be considered.

Skills

• 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 outside 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.

Physical Requirements

• Sitting
• Standing (not walking)
• Walking
• Kneeling/Stooping/Bending
• Reaching overhead
• Driving a vehicle
• Lifting up to 10 pounds

Benefits

At Tractor Supply and Petsense by Tractor Supply, our Team Members are the heart of our success. We offer a comprehensive and accessible total reward package, including:

• Medical, dental, and vision coverage.
• Company-paid life and disability insurance.
• Paid parental leave.
• Tuition reimbursement.
• Family planning resources such as adoption and surrogacy assistance.

Benefits are available to all full-time Team Members and part-time Team Members who average 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 is met, benefits eligibility begins the first day of the month following 4 months of continuous service.