Manager, Operations & Continuous Development

Brampton, ON
$80,000-110,000 per year
Permanent
Full-time

1 month ago

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.We are seeking a highly motivated and experienced Manager, Operations & Continuous Development to lead strategic initiatives aimed at enhancing our customer service operations. Working with the Senior Director, Customer Service – Finance, the Manager will work closely on optimizing operations to elevate the customer experience and deliver best-in-class support that not only meets but anticipates the evolving needs of our customers.What You'll Do

Lead initiatives to standardize and unify processes across diverse customer service teams, ensuring consistency and efficiency.

Identify, develop, and implement best practices for customer service delivery, leveraging industry standards and internal expertise.
Define and establish key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of customer service operations.
Drive the design, development, and launch of a unified self-service experience, providing a seamless and intuitive experience for customers.
Oversee the creation, curation, and maintenance of high-quality, user-facing knowledge articles to empower customers with self-help resources.
Develop and implement a comprehensive scorecard system to track performance, identify areas for improvement, and drive accountability across customer service teams.
Analyze operational data and customer feedback to identify trends, pain points, and opportunities for process optimization and service enhancement.
Foster a culture of continuous improvement, innovation, and customer-centricity within the customer service organization.

What You'll Bring

3-5 years of progressive experience in customer service operations, continuous improvement, or process management, with 2-3 years in a leadership role. A background in Contact Centre operations is highly valued, coupled with proven team leadership capabilities.
Demonstrated success in leading multi-team initiatives focused on process standardization and unification.
Strong analytical skills, with a proven ability to define and track Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), interpret complex data, and translate insights into actionable strategies, particularly within Contact Centre metrics.
Excellent project management skills, capable of independently managing multiple initiatives from conception through to successful completion.
Exceptional communication, facilitation, and negotiation skills, essential for influencing stakeholders, motivating teams, aligning cross-functional partners, and fostering collaborative environments.
Proficiency in process mapping, data analysis techniques, and relevant project management software/tools.
Highly flexible and adaptable, thriving in fast-paced, dynamic environments with diverse tasks and evolving priorities.

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.Hiring Range / Échelle salariale à l’embauche :$80,000.00 - $110,000.00 / 80.000,00$ - 110.000,00$ (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’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.#EN #SS #ON

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