Digital Operations Manager, Customer Feedback & UAT

MSC Industrial Supply Co.; Davidson (NC); On-site; USD 85,000 - 133,000; Full time

Job summary

MSC Industrial Supply Co. in Davidson, NC seeks a Manager of Digital Operations to lead a team of analysts, oversee customer feedback review and reporting, and drive continuous improvement across product, UX, and supporting functions.

You will balance multiple priorities, champion agile practices, and partner with stakeholders to ensure timely releases and high-quality digital experiences for external clients and internal teams.

Qualifications

• Bachelor's degree required; master's preferred.
• Minimum six years of proven experience in business management, operations, strategy, technology, or related area.
• At least one year of supervisory experience.
• Experience analyzing data and working cross-functionally with stakeholders.
• Experience with high-visibility transformation projects.
• Experience creating reporting for senior leadership (e.g., monthly reviews or board materials).
• Advanced MS Excel; proficient in MS Teams, PowerPoint, and Word.

Responsibilities

• Oversee customer feedback review, reporting, strategy, and Qualtrics tool management.
• Communicate customer feedback to pod owners and other teams on a weekly basis.
• Track and report success metrics (NPS, CSAT, tickets, time to resolution).
• Collaborate with sales, IT, eCommerce, customer support, and digital product teams on releases.
• Build and own monthly testing pre- and post-release (UAT, regression testing).
• Define and manage UAT success metrics and targets.

Skills

Leadership

People management

Cross-functional collaboration

Data analysis

Agile

KPI tracking

Stakeholder communication

Education

Bachelor's degree

Master's degree preferred

Tools

Qualtrics

ServiceNow

Adobe Analytics

Tableau

Power BI

FullStory

Excel

MS Teams

Powerpoint

Word

Job description

MSC Industrial Supply Co. in Davidson, NC seeks a Manager of Digital Operations to lead a team of analysts, oversee customer feedback review and reporting, and drive continuous improvement across product, UX, and supporting functions.

You will balance multiple priorities, champion agile practices, and partner with stakeholders to ensure timely releases and high-quality digital experiences for external clients and internal teams.