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Overall Job Summary

The Process Improvement Manager will drive operational excellence across Allivet and Tractor Supply's Pet Pharmacy operations. This role is responsible for analyzing performance, streamlining workflows, and enabling process consistency across teams and systems. Acting as a cross-functional connector, the Process Improvement Manager will partner with Operations, IT, Pharmacy, Fulfillment, and Customer Service to identify improvement opportunities, manage implementation, and ensure sustained success through data-driven decisions and standardized best practices.

Essential Duties and Responsibilities (Min 5%)

• Lead end-to-end execution of process improvement initiatives and pilot programs.
• Collaborate with operations leaders to identify inefficiencies and develop solutions that enhance service quality and scalability.
• Support cancellations-reduction efforts through analysis, experimentation, and performance tracking.
• Manage process trials and provide structured feedback to drive system and workflow enhancements.
• Lead workflow analysis, mapping, and redesign to improve efficiency and accuracy across key operational processes.
• Maintain and enhance the operational knowledge base (Doc360) to ensure SOPs, process guides, and reference materials are accurate, current, and accessible.
• Partner with Quality Assurance and Training teams to embed updated processes into daily operations.
• Manage the planning, execution, and adoption of operational improvement projects across multiple teams.
• Coordinate cross-functional workstreams to deliver process and system enhancements on time and within scope.
• Partner with IT and stakeholders to gather requirements, test solutions, and ensure smooth implementation of new platforms, tools, or automations.
• Develop and maintain reports and dashboards to measure operational performance, identify trends, and track progress on improvement initiatives.
• Translate data into actionable insights that inform decision-making and prioritize opportunities for optimization.
• Present findings and recommendations to leadership to drive continuous improvement.
• Support adoption of new processes and technologies through communication, training, and engagement strategies.
• Serve as a bridge between business operations and technical teams to ensure successful rollout and sustained adoption of new tools and workflows.
• Foster a culture of continuous improvement and operational excellence across all functions.
• Develop KPIs to evaluate the success and impact of improvement projects and report results to leadership.
• Identify automation or self-service opportunities to improve productivity and reduce manual work.

Required Qualifications

Experience: 3-5 years of experience in operations, process improvement, or program/project management roles

Education: Bachelor's degree in business, Operations, Healthcare, or related field. Any suitable combination of education and experience will be considered.

Professional Certifications: None

Preferred knowledge, skills or abilities

• Proven ability to manage cross-functional projects and implement process changes.
• Strong analytical skills with experience interpreting operational data and trends.
• Excellent written and verbal communication and stakeholder management abilities.
• Proficiency with tools such as Power BI, Jira, Smartsheet, or workflow automation platforms.
• Experience in pharmacy, healthcare, fulfillment, or customer service operations.
• Familiarity with Lean, Six Sigma, or continuous improvement methodologies (Green Belt certification preferred).
• Experience using process mapping tools (Visio, Lucidchart, or Miro).

Working Conditions

• Normal office working conditions

Physical Requirements

• Sitting
• Standing (not walking)
• Lifting up to 10 pounds

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 eligible Team Members. While all Team Members have access to a broad range of rewards, eligibility and specific offerings may vary depending on the role, individual plan requirements and eligibility criteria.