Manager, Digital Site Ops – Q&A and R&R Operations

Job Description

Mgr, Digital Site Ops | Tractor Supply Company

The Tone:
This is a full-time role at Tractor Supply Company, located in an in-person office setting. Tractor Supply values its Team Members as the heart of its success, committed to supporting them with a comprehensive total reward package that extends beyond traditional benefits. This role is a key contributor in improving the company’s Question & Answer (Q&A) and Ratings & Reviews (R&R) operations, ensuring a best-in-class customer experience across digital platforms. The Manager, Digital Site Ops will drive value for the business and delight customers through digital customer engagement, cross-functional collaboration, and data-driven optimization.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person

• Team: Digital Team
• Mission: Owns the improvement of Q&A and R&R operations to deliver a best-in-class customer experience and create business value.
• Tech Stack: Tableau, Power BI

What You’ll Actually Do
• Vendor Management: Oversee vendor operations, including the health, maintenance, and continuous improvement of Q&A and R&R platforms.
• Workflow Management: Manage workflows to ensure timely and accurate responses to customer inquiries and reviews.
• Cross-Functional Partnership: Partner closely with Product Managers, IT, and Customer Support Centers to align vendor strategies with business goals.
• Data Analysis: Analyze data and performance metrics to identify opportunities for improvement and measure the impact of implemented strategies.
• Program Monitoring: Develop and maintain dashboards to monitor the health of Q&A and R&R programs.

The Must-Haves
• Background: Bachelor’s degree in Business, Marketing, Digital Operations, or a related field; equivalent experience will be considered, for a Manager-level position.
• Experience: 5+ years of experience in digital operations, e-commerce, or customer engagement, with a specific focus on Q&A and R&R platforms.
• Skills: Strong analytical skills, including the ability to comprehend complex data sets and proficiency with data visualization tools; outstanding communication and interpersonal skills to translate technical information; strong project management skills with the ability to prioritize and manage multiple initiatives.
• Bonus: Working knowledge of web-based programming and website configuration methodology; understanding of web and emerging technologies; strong PC skills including MS Office (Excel, Word, PowerPoint); a customer-focused mindset for delivering excellent user experiences.