Overall Job SummaryWe 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.
Essential Duties and Responsibilities (Min 5%)- 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.
Required QualificationsExperience: 5+ years of experience in digital operations, e-commerce, or customer engagement, with a focus on Q&A and R&R platforms.
Education: Bachelor's degree in Business, Marketing, Digital Operations, or a related field; equivalent experience will be considered.
Professional Certifications: None
Preferred knowledge, skills or abilities- 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.
Working Conditions- Normal office working conditions
Physical Requirements- Sitting
- Standing (not walking)
- Walking
- Kneeling/Stooping/Bending
- Reaching overhead
- Driving a vehicle
- Lifting up to 10 pounds
DisclaimerThis 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.
