Sr. Manager, SDM eCommerce Fulfillment

Team: eCommerce Operations
Reports to: Sr. Director, eCommerce Operations & Continuous Improvement
Role Type: Contract 20-months

Role Overview

The eCommerce team is responsible for operating and continuously improving digital fulfillment experiences across Loblaw and Shoppers Drug Mart.

The Sr. Manager, SDM eCommerce Fulfillment provides operational leadership and business ownership for Shoppers Drug Mart's store-based eCommerce fulfillment programs, with a primary focus on Buy Online, Pick Up In Store (BOPIS) and emerging fulfillment capabilities such as store-based delivery.

This role owns the day-to-day operational health of BOPIS while driving continuous improvement across the customer, store, financial and technical experience. The Sr. Manager works across Store Operations, Finance, Product, Engineering, Merchandising, Analytics, Customer Support and external partners to ensure a reliable end-to-end experience-from checkout and order orchestration through store fulfillment, pickup, payment and financial reconciliation.

The successful candidate will combine strong operational judgment with technical aptitude and analytical problem solving. They will be comfortable investigating complex issues across multiple systems, translating operational needs into business and technical requirements, leading cross-functional incident resolution, and driving improvements that enhance both the customer and store experience.

Note that this is currently an individual contributor role.

Key Responsibilities
BOPIS Operations & Business Ownership

• 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.

Financial Operations & Payment Integrity

• 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 relocations, conversions, ownership changes and other 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.

Production Support & Incident Leadership

• 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.

Operational Excellence & Continuous Improvement

• 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.

Strategic Initiatives & Product Delivery

• 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.

User Acceptance Testing & Release Validation

• 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.

Qualifications & Experience

• 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.
• This is a hybrid role with an expectation of in-office attendance four days per week.

Employment Type:
Full time

Type of Role:
Temporary with Benefits (Fixed Term)

Hiring Range / E9chelle salariale E0 l'embauche :

$100,000.00 - $132,000.00 / 100.000,00$ - 132.000,00$ (per year / par an)

A candidate's experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L'expE9rience et les connaissances d'un candidat ainsi que la rE9gion gE9ographique dans laquelle le poste est situE9 peuvent EAtre prises en compte dans la rE9munE9ration qu'un candidat reE7oit pour ce poste. Cette offre d'emploi concerne un poste vacant existant. L'entreprise utilise l'intelligence artificielle dans le but de filtrer, d'E9valuer et/ou de sE9lectionner les candidats E0 ce poste.

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