Mgr, Digital Operations

Build a better career with MSC
Serving customer and community starts with the very best people doing their very best work. That is precisely what we have at MSC Industrial Supply Co., a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. Watch HERE to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace.

Requisition ID :13159

Employment Type :Full Time

Job Category :Information Technology

Work Location :Remote

Pay Grade: Exempt 17

BRIEF POSITION SUMMARY:

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.

DUTIES and RESPONSIBILITIES:

· 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.

EDUCATION and EXPERIENCE:

· 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, ServiceNow, Adobe Analytics, Tableau, Power BI, and FullStory

SKILLS:

· 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 throughout the organization with little management oversight

· Ability to inspire others in the organization through their positive attitude and professionalism, especially in high-pressure situations; must operate at the highest level of integrity and always keep in mind the best interest of MSC’s customers and shareholders

· Ability to build positive relationships with external vendors while continuously championing MSC’s best interests; can handle sensitive negotiation conversations with diplomacy and tact

· Ability to quickly learn a new business model and customer journey, become a subject matter expert, and can share understanding easily with internal and external customers

· Ability to diagnose the health of an eCommerce business by analyzing and tracking KPI’s, which includes have an advanced understanding of industry terminology, metrics, and best practices

OTHER REQUIREMENTS:

· A valid driver’s license and the ability to travel up to 10% of the time may be required.

Why MSC? People. Collaboration. Insight. That’s how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 75 years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500 team members achieve their potential.

When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, Associate Inclusion Circles: Women, Pride, Black, Veterans, HOLA and Disabled as well as a variety of benefits to support you and your family's health, well-being, and financial future. If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC.

Equal Opportunity Statement: At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity/expression or any category protected by applicable law. By applying to this job you agree to the Application and Acknowledgment Declaration terms. Click HERE to review