Manager, Digital Operations

Please note that:

• Our Hybrid Workplace Policy establishes that associates need to have a reliable transportation to and from our corporate head office located in Boucherville (Quebec), to come to the office on a regular basis.
• We require all our head office associates to be proficient in French, spoken and written.

At RONA, over 22,000 employees let their passion blossom every day. Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities we serve. We operate or service some 425 corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to big box stores, our RONA+, RONA, Réno-Dépôt, and Dick’s Lumber banners are well equipped to help meet the needs of all DIYers and contractors. You’ve got the talent? We’ve got the tools! Here, your work and ideas will contribute to building a flourishing organization. Your voice will always be heard and valued. You’ll find career opportunities that live up to your ambitions and be able to further develop your unique set of skills. So, if you’re looking to do what you love, we could be a perfect match Our expectations The Manager, Digital Operations manages a team that has end-to-end business ownership over the performance and operational integrity of online channels within RONA. They proactively monitor and act on issues, insights, KPIs, and processes which result in improvement of the customer experience. The Manager, Digital Operations ensures complex omnichannel implementations are clearly communicated to various cross functional teams, including other Directors and members of Executive Leadership Team, and executed according to defined processes, with a consistent eye on the customer and employee experience. This leader will obsess about the customer, have a bias for action, think strategically, look at the business analytically, implement at scale and develop a team of exceptional talent. The incumbent will draw on operations experience, managing workflow across the entire team, own and author business reviews of the team processes, while managing priorities against customer and strategic impact to deliver results and drive satisfaction. The Manager, Digital Operations reports to the Director, Digital Operations. He/she works alongside the In-stock Fulfillment Manager, the Dropship Manager, and the Master Data Manager. Your role

• Monitor by aggregating analysis across online operations, identify opportunities for improvement and drive best results by taking appropriate actions to drive more sales
• Evaluate operational workflows in digital operations that enhance the customer journey, including BOPIS (buy online, pick up in store), inventory management, fulfillment options, delivery optimization, ratings & reviews, returns, post-purchase experience and buffer stock opportunities
• Partner within the Digital operations (the Fulfillment Manager, the Dropship Manager, the Master Data Manager) and with other teams (merchandising, marketing, product, UX, IT) to understand efficiency opportunities, and optimize the online customer experience
• Analyze customer feedback for continuous website improvement, providing recommendations to partners
• Monitor the performance of online operations to make recommendations for business efficiencies by establishing KPIs, and providing regular updates to leadership, vendors and partners
• Oversee Operations performance trend via the Weekly Business Review (WBR) and monitoring issue trends/KPI’s to ensure success metrics are being met
• This role will be dynamic, constantly looking for new opportunities to optimize the business

The Qualifications We Are Looking For

• Bachelor’s degree in business administration, finance, IT, supply chain management or the equivalent
• Master’s degree in eCommerce (an asset)
• A minimum of 5 years of relevant experience in business analysis, eCommerce, post-purchase management
• A minimum of 5 years of experience in people leadership
• Ability to manage multiple projects, handle high-pressure situations and dynamic environment
• Excellent time-management and organization skills
• Excellent oral and written communication skills
• Demonstrated experience working cross-functionally in a large organization
• Creative thinker (be willing and able to think outside of the “this is what we’ve always done” mentality)
• Demonstrated experience working closely with senior leadership
• Proven ability to build relationships and influence without authority
• Proven track record of taking ownership and driving results: self-starter and self-directed
• Our Hybrid Workplace Policy establishes that associates need to have a reliable transportation to and from our corporate head office located in Boucherville (Quebec), to come to the office on a regular basis.
• We require all our head office associates to be proficient in French, spoken and written.

By joining the RONA family, you’ll enjoy many benefits, such as:

• A fitness centre, sports activities, and showers
• A childcare centre that can accommodate up to 78 children
• A cafeteria with a delicious menu prepared by a dedicated chef, healthy options, as well as FARO Roasting Houses and Tim Hortons coffee stations
• Exclusive employee discounts, plus a 10% discount on store merchandise (at all RONA locations)
• Benefits: retirement savings plan, annual bonuses, student incentive program, etc.
• Electric car charging stations
• Career growth opportunities within the company
• An inclusive and safe working environment
• Promotion of work-life balance
• An employer that’s involved in the community
• And much more!

RONA is committed to encouraging diversity and inclusion. We are pleased to consider applications from all qualified candidates, regardless of race, colour, religion, sexual orientation, gender, nationality, age, disability, or any other protected status.