Mgr, Digital Site Ops

Tractor Supply Company•Brentwood, TN

7d•Onsite

About The Position

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.

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.

Nice To Haves

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.

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.