Position Summary...The Manager, Business Operations eCommerce drives strategy, execution, and growth of omni-channel programs. Responsibilities include vendor management, operational planning, and ensuring compliance, financial scrutiny, and customer satisfaction.
What you'll do...The Manager, Business Operations eCommerce manages the strategy and execution of driver experience programs, with a focus on driver support and call center optimization. This role involves negotiating contracts, controlling costs, and mitigating risks while ensuring service delivery and compliance with legal and financial standards. The manager also oversees driver payments, benchmarking solutions, and developing programs to increase satisfaction and retention.
Operational planning focuses on supply needs, with the manager developing incentives to optimize resource efficiency. The manager collaborates with stakeholders to drive program expansion and scalability, ensuring alignment with business goals and profitability. This position also supports the development of new on-demand delivery programs by leveraging industry best practices.
The manager reports on program performance to senior leadership, identifying metrics and addressing blockers and holding cross-functional teams accountable for driver experience measures, including driver satisfaction, support performance, retention and churn.
Responsibilities also include supporting financial activities such as P&L, budget development, and expense management while ensuring compliance with payment processes. The role requires cross-functional collaboration with teams such as Legal, Compliance, Technology, Operations, and Finance to achieve strategic objectives.
Additionally, the manager may develop and implement driver value propositions, including driver focus groups and other listening mechanisms to identify and address driver pain points, driving project outcomes by leveraging data insights and continuous improvement initiatives. The goal is to enhance customer experience and market share while maintaining agility to adapt to shifting business priorities.
Qualifications:- Bachelor's degree
- 5 yr experience
- MBA is an asset
The pay range for this position is $91,900.00 - $126,390.00. Pay will be determined based on relevant experience.
L'échelle salariale pour ce poste est de 91,900.00 à 126,390.00. La rémunération sera déterminée en fonction de l'expérience pertinente.
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Primary Location...Ecommerce 8512, 1940 Argentia Rd Mississauga, ON L5N 1P9, Canada
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