Dir, Omni Channel Ops & Svcs

Overall Job Summary

As Director, Business & Site Operations, you will be the operational backbone of TSC's digital commerce ecosystem, ensuring seamless customer experiences while driving business growth and operational efficiency. This role combines strategic digital platform leadership with hands-on business operations management, making it perfect for a seasoned operations executive ready to make transformational impact at a market-leading retailer.

Essential Duties and Responsibilities (Min 5%)

Strategic Leadership & Digital Experience Management

• Define and evolve the digital business and website operations strategy to support revenue growth and customer satisfaction goals across TSC's $1.2B eCommerce platform
• Champion customer-first initiatives that improve on-site experiences, including personalization, performance optimization, and content enablement
• Drive operational excellence across the entire order lifecycle, from placement through fulfillment and delivery

Website & eCommerce Platform Operations

• Lead day-to-day site operations ensuring stability, usability, and optimization of Q&A, Ratings & Reviews, and overall product content management
• Oversee comprehensive smoke testing, issue triage, and rapid resolution across TSC's website, mobile web, and mobile applications
• Manage cross-functional support for platform releases, feature enhancements, and resolution of digital issues or incidents
• Establish and maintain robust monitoring and alerting systems to proactively identify and resolve customer-facing issues
• Analyze and optimize order processing workflows, reducing backlogs, cancellations, and improving cycle times

Vendor & Partnership Excellence

• Direct vendor operations and partnerships for core services including fulfillment, drop ship, digital engagement tools, and customer feedback programs
• Create and monitor SLAs and KPIs for third-party providers ensuring high performance, compliance, and customer impact
• Optimize shipping cost structures and fulfillment operations in partnership with Supply Chain teams
• Oversee new services programs including subscription models, delivery programs, product assembly, and value-added services

Cross-Functional Program Leadership

• Lead large-scale, cross-functional initiatives related to digital transformation, platform integrations, and experience optimization
• Collaborate extensively with Product, Site Merchandising, Supply Chain, IT, and Customer Service teams to ensure aligned execution
• Coordinate integration testing between third-party vendor components and internal digital teams
• Track budgets, project timelines, and deliverables, ensuring strategic alignment and high ROI execution

Team Development & Operational Culture

• Build, mentor, and retain a high-performing unified operations team spanning both business and site operations functions
• Establish team structure, processes, and KPIs that drive accountability and continuous improvement
• Foster a culture of operational excellence, customer obsession, and data-driven decision making
• Manage relationships with offshore teams and optimize global operational capabilities
  

Required Qualifications

Education:
Bachelor's degree in Business, Marketing, Digital Technology, or related field or equivalent work experience will be considered in lieu of degree

Professional Certifications:
PMP or Agile certification preferred.

Preferred knowledge, skills or abilities

Technical & Platform Expertise

• Proven experience managing and evolving large-scale eCommerce or digital platforms
• Expertise in website architecture, analytics (Adobe Analytics, Google Analytics), and performance measurement
• Strong understanding of Q&A and Ratings & Reviews management platforms and best practices
• Familiarity with SEO/SEM, customer experience tools, personalization, and A/B testing frameworks
• Proficiency in data visualization tools such as Power BI or Tableau
• Experience with order management systems, fulfillment technologies, and monitoring tools

Leadership & Strategic Capabilities

• Ability to influence at all levels, including senior leadership, across marketing, IT, UX, and merchandising teams
• Exceptional ability to drive results across multiple departments without direct authority
• Proven change management experience, particularly in combining or restructuring teams
• Strong problem-solving, communication, organizational, and time-management skills
• Demonstrated ability to work in fast-paced, agile environments with competing priorities

Analytical & Problem-Solving Skills

• Advanced analytical skills with ability to derive insights from complex operational and performance data
• Experience balancing customer experience improvements with margin optimization initiatives
• Strong project management skills with ability to drive multiple complex initiatives simultaneously
• Natural innovator who can identify process improvements and efficiency opportunities
  

Working Conditions

Physical Requirements

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.

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