Mgr, Operations Services

Overall Job Summary

This position is responsible for leading the department's administrative and shared support responsibilities for the Help Desk and Customer Solutions Center.  The Manager leads the programs responsible for training, development, performance measurement, knowledge acquisition & communication, and recruiting/talent relationship development.  These responsibilities ensure that all Help Desk and Customer Solutions Center team members are prepared and effective in delivering their growing job responsibilities.

Essential Duties and Responsibilities (Min 5%)

• Develop training and performance measurement programs to enable the Help Desk and Customer Solutions teams' performance, development and customer service skills.  Identify opportunities to help drive the Brand by providing training programs, reports/dashboards and written summaries.
• Direct and maintain an enhanced recruiting program, and partner with H.R. Recruiting to ensure talent is suitable for the department's unique needs.
• Monitor the department's knowledge management program for accuracy and content, to ensure the department is delivering consistent, effective, and current information to stores and customers.
• Mentor the department's team members to allow successful career planning and company growth.  Develop the administrative team for consistent team coverage; cross-train team members throughout the department to avoid lack of service or single points of failure.
• Identify process improvement opportunities to increase the Help Desk and Customer Solutions Center team members' exceptional service and assistance to customers and store team members.
• Partner with the Help Desk Manager and Customer Solutions Center Manager to resolve all issues that require intervention beyond the administrative team

Required Qualifications

Experience: 4-6 years of previous management and retail experience preferred. Store operations and customer service experience required.

Education: Bachelor’s Degree.  Any suitable combination of education and experience will be considered.

Preferred knowledge, skills or abilities

• Ability to lead and effectively communicate with a team comprised of varying levels of responsibility.
• Demonstrate strong communication, leadership, analytical, interpersonal, and team building skills.
• Ability and proficiency in Microsoft Office products.
• Ability to self-motivate, work with a sense of urgency, and to prioritize tasks in a high energy  
• environment.
• Display a detail-oriented approach to work.
• Ability to positively handle conflict with both internal and external customers as well as team members of varying levels of responsibility.
• Possess a leadership philosophy that supports the team who in turn serves the internal and external customer.
• Possess a thorough working knowledge of company and store policies and procedures, processes, operations, product, and communication protocols.

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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