Digital Operations Manager

Description

Who We Are:

From Georgia. For Georgia. Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service. From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs. This all starts with our greatest asset…our employees.

What You Will Be Doing:

We are a leading Caterpillar dealer delivering world-class products, services, and digital experiences across construction, agriculture, and industrial markets. As our digital ecosystem expands including Parts.Cat.Com (PCC), Cat Central, VisionLink, SIS2.0, and other Caterpillar applications, we are hiring a Digital Operations Manager to ensure these platforms run reliably, perform effectively, and are consistently supported across the organization.

This role is responsible for improving the digital customer experience by removing friction points, resolving customer-impacting issues, managing application support operations, and reinforcing execution of the company’s digital strategy. A key component includes managing a structured application support team and communicating system enhancements, platform changes, and training opportunities to both customers and field teams.

Major Tasks, Responsibilities, and Key Accountabilities:

• Digital Operation and Application Support Leadership

• Lead and develop an application support team responsible for Tier 1 and Tier 2 support across commercial digital platforms to eliminate friction points and address root causes.

• Execute and reinforce the company’s digital strategy through operational processes, support routines, and field alignment

• Establish clear roles, escalation paths, and accountability across support tiers to ensure timely issue resolution and consistent user experience.

• Drive a culture of responsiveness, ownership, and continuous improvement through SLAs, KPIs, and structured performance management.

• Ensure customers and internal teams receive timely, accurate, and consistent issue resolution and manage escalations with IT and Caterpillar Digital.

• Maintain and enforce existing digital operational playbooks and procedures.

• Handle regression testing, release validation, readiness checks, and communication of platform changes.

• Align support team priorities to key business KPIs including platform adoption, uptime, issue resolution speed, and customer experience.

• Application Support Framework & Governance

• Define, implement, and operate a standardized application support framework covering intake, triage, escalation, resolution, and communication processes.

• Develop and enforce SLAs and KPIs, including response time, resolution time, backlog management, and first-contact resolution.

• Maintain a centralized knowledge base of known issues, workarounds, and best practices to improve resolution consistency and speed.

• Establish feedback loops between Support, IT, and Caterpillar Digital teams to address root causes and reduce recurring issues.

• Lead post-incident reviews, incorporating lessons learned into updated processes, playbooks, and training materials.

• Cross-Functional Field Support

• Support training initiatives by providing updated learning materials, job aids, and platform usage guidance to field teams and customers.

• Provide in-person support at branches and regions to help internal teams effectively use digital tools.

• Validate workflow adherence, resolve operational challenges, and reinforce consistent tool usage practices.

• Partner with sales, product support, and operations to ensure digital tools complement daily workflows.

• Ensure application support is tightly integrated with field operations, enabling seamless coordination across teams.

• Performance Tracking, Reporting & Continuous Improvement

• Track platform performance, support KPIs, and operational metrics.

• Build dashboards and reporting to provide visibility into digital operations health and support performance.

• Analyze support trends, recurring issues, and platform performance to identify systemic improvements and root causes.

• Partner with IT and digital product leaders to prioritize defect resolution, enhancements, and reliability improvements.

• Translate support insights into actionable recommendations for training, adoption, and process improvements.

• Standardize communication for outages, releases, and known issues to maintain transparency and trust with users.

• Performance Metrics

• SLA Adherence & Support Backlog Management

• First-Contact Resolution & Root Cause Elimination

• Accuracy & Reach of Communications to Field + Customers

• Training Utilization & Enablement Quality

• Platform Readiness & Release Quality

• Customer Experience & Digital Support Effectiveness

Required Qualifications

• Bachelor’s degree in Business, Information Systems, Communications, Analytics, or equivalent experience.

• Experience managing an application support team in a structured application support model (Tier 1 / Tier 2, SLAs, ticketing systems).

• 4 to 5 years in application support, digital operations, customer support, or systems support roles.

• Experience supporting and troubleshooting digital platforms (e.g., e‑commerce, telematics, mobile apps) including triage, escalation, testing, and coordination with IT or Caterpillar support teams.

• Excellent written and verbal communication skills with ability to translate technical changes into simple, user-friendly language.

• Ability to interpret platform usage data and support metrics to drive operational improvements.

• High comfort level with KPIs, dashboards, scorecards, and performance reporting.

• Willingness to work onsite and travel occasionally to branches across Georgia.

Preferred Qualifications:

• Experience with Caterpillar digital systems (PCC, Cat Central, VisionLink, SIS2.0).

• Background in heavy equipment, industrial B2B, or construction industries.

• Experience with CRM tools (Dynamics 365)

• Bilingual (English/Spanish) is a plus for supporting diverse customer segments.

• Experience working with AI enablement including tools and operational efficiency

Who We Are Looking For:

To be successful in this position you should have excellent written and verbal communication skills with previous experience in application support, digital operations, customer support, or systems support. You should be able to support internal teams, resolving platform issues and executing standardized workflows. The ability to multitask and provide superior customer service are essential to this position as well.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights ( notice from the Department of Labor.