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About the Role

The Sr. Manager, SDM eCommerce Fulfillment provides operational leadership and business ownership for Shoppers Drug Mart's store-based eCommerce fulfillment programs, focusing on Buy Online, Pick Up In Store (BOPIS) and emerging fulfillment capabilities. This role owns the day-to-day operational health of BOPIS while driving continuous improvement across customer, store, financial, and technical experiences.

Responsibilities

Monitor BOPIS sales, order performance, fulfillment health and key operational metrics to identify emerging issues, trends and opportunities.
Understand and support the end-to-end BOPIS journey, from checkout and order creation through picking, staging, pickup, cancellation, payment and reconciliation.
Identify root causes behind customer and store friction and coordinate appropriate operational, product or technical solutions.
Act as the voice of the customer and store when contributing to the fulfillment roadmap and prioritizing enhancements.
Monitor and investigate payment mismatches and exceptions to ensure stores are paid accurately and on time.
Partner with Finance and Technology teams to identify and resolve payment, settlement and reconciliation issues.
Coordinate store account and payment configuration updates associated with store lifecycle events.
Understand the relationship between customer payment, store settlement, POS transactions, inventory movement and financial reconciliation.
Support BOPIS financial forecasting, planning and reporting.
Serve as a primary business lead for production incidents affecting the BOPIS customer or store experience.
Coordinate cross-functional investigation and resolution across Product, Engineering, Store Systems, Enterprise Integration, Finance, Operations, Customer Support and external technology partners.
Assess business and customer impact, establish priorities, communicate status and drive incidents toward resolution.
Translate technical findings into clear operational impacts and communications for business stakeholders.
Identify recurring production issues and advocate for permanent fixes rather than relying on manual operational workarounds.
Identify and lead improvements that enhance operational efficiency, scalability, customer experience and store experience.
Use operational data, customer feedback and store feedback to identify root causes and prioritize opportunities.
Establish strong working cadences with internal stakeholders to drive continuous improvement initiatives.
Partner with Product Managers and Engineering teams to define business requirements, operational requirements, edge cases and acceptance criteria for new capabilities.
Evaluate downstream impacts of product and technology changes on stores, customers, Finance, Customer Support and existing operational processes.
Support proof-of-concept development and pilots for new fulfillment capabilities.
Provide business leadership and operational validation/support for major platform transformations and releases impacting checkout, order management, fulfillment and store operations.
Validate end-to-end functionality across interconnected systems and identify operational edge cases prior to production release.

Requirements

5+ years of experience in eCommerce, omnichannel, retail operations, product operations, program management, or a related field, with demonstrated experience owning or operating a complex customer-facing digital or omnichannel program.
2+ years of supervisory, management, or demonstrated cross-functional leadership experience, with the ability to lead and influence teams without direct authority.
Strong project and program management skills, with demonstrated ability to independently lead complex cross-functional initiatives and manage multiple priorities across Operations, Product, Technology, Finance, and other business partners.
Strong knowledge of process improvement concepts and methodologies, with experience identifying root causes and implementing sustainable operational improvements.
Experience supporting production incidents, troubleshooting complex business and system issues, and coordinating cross-functional and technical teams through resolution.
Excellent written and verbal communication skills, with the ability to communicate complex technical and operational issues clearly and succinctly across store, business, technical, and senior leadership audiences.
Strong interpersonal and relationship-building skills, with demonstrated ability to develop effective partnerships and influence internal and external stakeholders without direct authority.
Experience with financial reconciliation, payment operations, settlement processes, or retail transaction flows is a strong asset.
Experience with retail inventory, POS, order management, fulfillment, or enterprise integration systems is a strong asset.
Experience with UAT, release validation, and technology implementation is a strong asset.
Proficient in Excel and PowerPoint; experience with BI and reporting platforms such as Looker is an asset.
Ability to travel to stores nationally as required.

Skills

eCommerce
omnichannel
retail operations
product operations
program management
operational leadership
business ownership
Buy Online, Pick Up In Store (BOPIS)
emerging fulfillment capabilities
store-based delivery
customer experience
store experience
financial experience
technical experience
operational judgment
technical aptitude
analytical problem solving
complex issue investigation
business requirements translation
technical requirements translation
cross-functional incident resolution
process improvement
payment integrity
financial reconciliation
production support
incident leadership
operational excellence
continuous improvement
strategic initiatives
product delivery
User Acceptance Testing (UAT)
release validation
Excel
PowerPoint
BI platforms
reporting platforms
Looker

Location

Downtown Toronto

Work Type

Hybrid
Full time
Contract
Temporary

Experience Level

Sr. Manager
5+ years of experience
2+ years of supervisory, management, or demonstrated cross-functional leadership experience

Salary/Compensations

$100,000.00 - $132,000.00 per year

Benefits

Benefits

About the Company

At Loblaw Digital, we know that our customers expect the best from us. Whether that means building the best, most innovative online shopping experience, or designing an app that will impact the lives of people across the country, we’re up for the challenge. From our office in Downtown Toronto, we’ve created leading eCommerce experiences in the online grocery shopping, beauty, pharmacy, and apparel spaces, and we’re only just getting started.
At Loblaw Digital, we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.
We’re able to keep innovating because our colleagues are passionate about their work and excited about the future of eCommerce.
If you have big ideas, undeniable enthusiasm, and thrive in a collaborative, creative, and diverse group, we’ll get along just fine.
Looking for a challenge? Good. Love an innovative work environment? Even better.

Equal Opportunity

Loblaw Digital recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.
In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.