Manager, Digital Operations

BUILD A BETTER CAREER WITH MSC

Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries.

We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.

Requisition  : 21294

Employment Type

:
Full Time

Job Category :
Digital/IT

Work Location :
Davidson, NC (CSC)

The Manager of Digital Operations will lead a team of analysts and will oversee the customer feedback review and reporting process. This person can easily balance multiple responsibilities, while continuously reprioritizing as focus in the organization shifts. This person is an advocate for change and continuous improvement. This person will constantly be on the lookout for better internal processes and to find new or better ways to support the product managers, UX team, and other stakeholders in the organization.

• Oversees customer feedback review, reporting, strategy, and the Qualtrics tool; ensures that user sessions are reviewed, maintains action items related to customer feedback and ensures that they are closed out.
• Ensures customer feedback to communicated to pod owners internally; ensures that customer feedback related to the other stakeholders is communicated to those teams on a weekly basis.
• Ensures that success metrics related to customer feedback are outlined and tracked, including but not limited to, NPS, CSAT, tickets created, and time to resolution for defects.
• Aligns with stakeholders in sales, IT, eCommerce, customer support, and digital product to create awareness around upcoming releases and communicates the details of releases to stakeholders.
• Build and own monthly testing pre and post release (i.e. UAT, regression testing, and post testing).
• Outline success metrics related to UAT, assign targets for success metrics, and actively manage success metrics to ensure we're on track to meet goals and objectives.
• Recruit, train, develop and supervise analyst-level employees to support external clients experiencing technical defects on the web.
• Creates SLA's for customer-facing digital analysts and ensures the they are met through active management and reporting.
• Actively manage the capacity of team members via a ticketing system, providing weekly updates on utilization.
• Defines and oversees approval process for live customer trainings.
• Tracks milestones for upcoming releases and reports out to stakeholders on progress throughout product release cycle.
• Leverages Excel and/or other software to automate processes.
• Provide support to digital analysts as needed during operating hours of 7AM ET to 8PM ET and during off hours for high-impact issues.
• Performs all duties inherent in the role of MSC Manager as defined by the MSC Code of Conduct including hiring, termination, review, and development of associates.
• Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.
• Participation in special projects and performs additional duties as required.

• Bachelor's degree required, master's degree preferred
• Minimum of six years of proven experience in business management experience in operations, strategy, technology, business development or a similar area
• Minimum of one year supervisory experience required
• Experience analyzing data and working cross-functionally with many stakeholders
• Experience working on high-visibility, transformation projects
• Experience creating reporting for senior leadership, such as monthly operational reviews or materials for board of directors
• Advanced MS excel skills required, must be proficient in MS Teams, Powerpoint, and Word
• Proficient in Qualtrics, Service Now, Adobe Analytics, Tableau, Power BI, and Full Story

• Must possess key leadership competencies including culture management, conflict management, emotional intelligence, people leadership, and relationship building
• Ability to build, develop, and lead team members to ensure broader goals and objectives are met
• Ability to take ownership of complex problems and make recommendations based on data that balance the competing needs to the business as well as financial goals
• Ability to champion the adoption of an agile work environment and to educate other folks in the organization on the benefits of agile
• Ability to build out detailed business cases that include financial modelling and operational metrics; ability to present these cases and get alignment from senior leadership
• Understand accounting fundamentals, such as accruals, expense types, and expense recognition
• Must have exceptional ability to synthesize information related to complex, technical issues and communicate it to folks…