Dir, Digital Business & Site Operations

Job Summary

As Director, Digital 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.

• 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

Experience:

• 8-10 years of progressive experience in digital operations, eCommerce management, or omnichannel platform leadership
• Proven track record managing complex operational challenges at scale ($500M+ revenue preferred)
• Experience building and leading cross‑functional teams of 15+ professionals
• Demonstrated experience with vendor management, team leadership, and cross‑functional coordination
• Background in both technical/site operations and business operations in retail environments

Education:

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

Preferred:

• MBA or advanced degree
• Digital analytics or eCommerce platform certifications

Professional

Certifications:

PMP or Agile certification preferred.

• Proven experience managing and evolving large‑scale eCommerce or digital platforms
• Expertise in website architecture, analytics (Adobe Analytics, Google Analytics), and performance measurement
• Strong…