Manager, Online Grocery Delivery Operations

  At Loblaw Digital, we know that our customers expect the best from us. Whether that means building the best, most innovative online shopping experiences, or designing an app that will impact the lives of people across the country, we’re up for the challenge. Loblaw Digital is the team responsible for building and operating the online businesses of Canada’s largest and most successful retailer. Based in downtown Toronto, we are an entrepreneurial, fast-paced, and collaborative team working towards transforming the way Canadians shop by creating leading eCommerce experiences in the online grocery shopping, beauty, pharmacy, loyalty, and apparel spaces, and we’re only just getting started! To achieve these goals, we are looking for talented and passionate individuals who want to collaborate and solve challenging problems and make significant and lasting impact on Canadians.

The Impact You'll Make As the Manager, Online Grocery Delivery Operations you will be responsible for designing net new processes and finding efficiencies in the end-to-end fulfillment process for our Online Grocery portfolio, always with a customer experience-focused lens. You will also play a large role in supporting the day-to-day operations of the core delivery business. You will be supported by the Product, Tech and Store Operations teams for technical engineering, product, analytics and continuous improvements to deliver on new processes and Delivery operational excellence.

What you'll do

• Work in tandem with the Delivery Operations team to define and execute tests to drive continuous improvement in delivery operations metrics (eg. On Time Delivery, Driver Wait Time, Delivery Cost Per Order, exception scenarios ie. Missed Bags, Mixed up Deliveries); design and test time studies, cold chain studies
• Extract actionable insights from both quantitative and qualitative internal/external customer feedback
• Maintain and refine SOPs (relating to hub operations, logistics, colleagues as applicable); maintain and iterate on existing SOPs as they relate to the end-to-end fulfillment process
• Act as point of contact for P1 delivery operations escalations to help effectively triage and resolve
• Own feedback loop and provide support to Area Managers, Department Managers, District Managers and Retail Operations team
• Act as project manager on key delivery initiatives to drive operational improvements including:
• Project Initiation (business case creation, stakeholder engagement)
• Project Planning (define milestones, owners, identify and track risks)
• Project Execution (status meetings, cross-functional progress tracking)
• Project Performance/Monitoring (did we meet KPIs)
• Work with cross-functional team including but not limited to Product, Technology, Logistics, Store Operations, UX, Marketing to ensure ongoing improvements to delivery operations, customer communication, logistics
• Work with 3rd party delivery companies as required to address issues and drive continuous improvement

Does this sound like you?

• 5 - 7 years Retail/Industrial Process experience including project management, process design, process improvement, methods analysis, time & motion studies, work sampling, and data analysis
• Strong organization and time management skills
• Strong written/verbal communication skills
• Ability to handle multiple priorities and projects in a fast paced work environment
• Travel across GTA, Canada may be required
• Strong problem solving skills
• Creatively and constructively challenges the status quo
• Familiar with lean & agile principles
• Strong analytical skills and diagnostic work
• Superior skills in Excel, PowerPoint
• Experience developing and maintaining process documentation
• Experience developing and maintaining Operations scorecard and metrics