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About the Role
The PC Express Operations team leads all systems from connecting customer order demand through to in-store execution and post-purchase activities. As Ecomm sales continue to drive tremendous growth for the company, it is incumbent on us to remain laser-focused on ensuring our processes, technology, and programs are evolving to meet our standards of excellence regarding both customer and colleague experiences. To do so, we must continually challenge ourselves to improve efficiencies in-store through strong partnership with store operators and add value to the overall Loblaw organization through our efforts to construct fulfillment models that are fast, reliable, and cost-effective. As the Senior Manager, Continuous Improvement, you will be responsible to identify, quantify, and drive measurable improvements for in-store fulfillment productivity and labor efficiency across the PC Express and Joe Fresh e-commerce fulfillment network. This is a highly cross-functional role for someone who understands end-to-end e-commerce fulfillment and can translate data and operational complexity into practical solutions that improve customer experience, productivity, and profitability.
Responsibilities
- Drive improvements in picking and scheduling processes across PC Express and Joe Fresh fulfillment operations, balancing customer experience, speed, cost, and operational efficiency.
- Identify opportunities, develop solutions, and influence implementation to deliver measurable and sustainable operational improvements.
- Lead productivity analysis and process optimization across in-store picking journeys for both the PC Express and Joe Fresh businesses, including identified strategic growth categories, while balancing customer experience, speed, cost, and scale.
- Monitor and analyze key fulfillment KPIs, including store productivity, on-time shipping, cancellations, split shipments, cost per order, and customer satisfaction, linking to annual business priorities.
- Provide operational insights and recommendations to support capacity planning, fulfillment speed, productivity, and readiness for growth and key commercial events.
- Develop business cases that quantify the operational and financial benefits of proposed improvements, and measure results to validate their impact.
- Build and maintain a prioritized pipeline of continuous improvement opportunities based on organizational impact, financial benefit, and implementation complexity.
- Use operational data to plan, build, and optimize inventory for new initiatives, including split shipment capabilities across both businesses.
- Conduct work sampling and time and motion studies as well as other data collection activities to assess productivity levels & validate labor standards.
- Build strong relationships with product technology partners to influence enhancements to inventory availability, picking logic, and system performance.
- Partner with Store Operations teams to ensure clear processes, communications, SOPs, training, and performance expectations are in place for consistent execution.
Requirements
- Proven ability to influence stakeholders through building trusting and collaborative relationships.
- Entrepreneurial spirit and willingness to roll up sleeves to get the job done.
- Growth mindset - knowing there's always a better way to do things and willingness to disrupt the status quo.
- Operated in a fast-paced, results-oriented organization and been part of large, cross-functional teams.
- Ability to work autonomously in a highly demanding and ambiguous environment.
- Managed multiple demands on time, yet still delivering projects on plan.
- Proficient with common computer applications (Excel, Word, PowerPoint).
- 4+ years of progressive experience in e-commerce fulfillment, omnichannel operations, retail operations.
- Strong understanding of end-to-end e-commerce fulfillment in store.
- Demonstrated experience using operational data and KPIs to identify opportunities and deliver measurable improvements.
- Experience with Order Management Systems (OMS), inventory management, order-routing technologies, or e-commerce fulfillment platforms.
- Strong financial acumen with experience managing budgets and operational business cases.
- Proven experience leading complex cross-functional initiatives across Operations, Product, Technology, Supply Chain, Finance, or related teams.
- Experience leading and developing direct reports through coaching, performance management, and capability development.
- Strong communication, stakeholder management, and problem-solving skills.
Skills
- SQL
- BQ
- Data Studio
Location
- Downtown Toronto
Work Type
- Full time
- Regular
Experience Level
- Senior Manager
- 4+ years of progressive experience in e-commerce fulfillment, omnichannel operations, retail operations.
Salary/Compensations
- $120,000.00 - $154,000.00 per year
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 know our customers expect the best from us. Whether that means building innovative online shopping experiences or finding new ways to get customers what they want, when and where they want it, we’re up for the challenge. We’ve created leading e-commerce experiences across grocery, beauty, pharmacy, and apparel—and we’re only just getting started.
- 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.