Manager, Digital Site Ops

Tractor Supply Company•Brentwood, TN

About The Position

The Manager, Digital Site Ops is a key contributor on the Digital team, improving Question & Answer (Q&A) and Ratings & Reviews (R&R) operations to deliver a strong customer experience. The role oversees vendor operations and platform health, maintains workflows for timely and accurate responses, and collaborates with Product Managers, IT, Customer Support Centers, Merchants, Business, UX, and other stakeholders. It uses data and performance metrics to identify opportunities, monitor program health, measure outcomes, and guide improvements. The manager also benchmarks industry practices, brings vendor insights into strategic decisions, and helps ensure customer interactions are genuine, transparent, and helpful.

Requirements

At least 5 years of experience in digital operations, e-commerce, or customer engagement, focused on Q&A and R&R platforms.
Bachelor’s degree in Business, Marketing, Digital Operations, or a related field; equivalent experience is considered.
Ability to analyze and understand complex data sets.
Strong communication skills, including translating technical information into understandable concepts, decisions, and actions.
Strong business acumen.
Ability to influence and align cross-functional stakeholders.
Experience working with vendors and outside suppliers.
Strong PC skills, including MS Office, especially Excel, Word, and PowerPoint.
Strong project management skills and ability to prioritize and manage multiple initiatives.

Nice To Haves

Working knowledge of web-based programming and website configuration methodology.
Understanding of and familiarity with web and emerging technologies.
Demonstrated success managing third-party tools or similar platforms in a business environment.
Exceptional analytical skills and proficiency with data visualization tools such as Tableau or Power BI.
Outstanding communication and interpersonal skills for collaborating with diverse stakeholders.
Customer-focused mindset and passion for delivering excellent user experiences.

Responsibilities

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