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Digital Operations Specialist

4 months ago

Toronto ON, Canada T & T Supermarket Full time

The Role

Reporting to the National Digital Operations Manager, the Digital Operations Specialist will oversee end-to-end order fulfillment and delivery for T&T online customers in assigned regions. This includes managing daily operations of fulfillment teams at stores, last-mile delivery vendors and the in-house fleet, taking the responsibility to manage the fulfilment cost and delivery cost within the budget.

Major Responsibilities

  • Lead the end-to-end digital operations process in assigned regions to ensure timely and accurate order fulfillment and delivery, utilizing in-depth knowledge of e-commerce logistics.
  • Direct the regional fulfillment teams, focusing on efficiency, quality, and speed of operations.
  • the daily operations of the in-house fleet and drivers, ensuring efficient scheduling, routing, and compliance with safety standards.
  • good relationship with store managers and get the support from fulfilment stores effectively.
  • Regularly analyze fulfillment Key Performance Indicators (KPIs), employing analytical skills to drive operational improvements.
  • Research and implement operational enhancements and cost reductions, leveraging understanding of the latest e-commerce logistics trends and technologies.
  • Ensure seamless collaboration with other departments to integrate digital operations with broader company objectives.
  • Drive continuous improvement initiatives, emphasizing innovation in digital supply chain management.
  • Manage facility utilization to maximize efficiency and safety, drawing upon a deep understanding of warehouse and store fulfillment operations.
  • Mentor team members, sharing insights on best practices in digital fulfillment and e-commerce logistics.
  • Facilitate the testing and implementation of new systems, focusing on advancements in digital logistics solutions.
  • Establish service level standards for response times and issue resolutions, based on an in-depth analysis of customer service standards.
  • Lead the development of new fulfillment store setups, applying knowledge of logistics planning and e-commerce strategies.
  • Develop Standard Operating Procedures (SOPs) for fulfillment, transportation, and delivery processes, informed by a comprehensive understanding of operational excellence.
  • Oversee daily last-mile delivery operations, ensuring efficiency and customer satisfaction.
  • Manage logistics assets, including fleet, drivers, and trucks, adhering to high standards of operational performance and safety.
  • Assist in the formulation of the logistics operational budget, incorporating cost-effective strategies and financial oversight.
  • Provide targeted training for new delivery personnel, focusing on excellence in customer service and operational efficiency.
  • Prepare detailed KPI reports for last-mile delivery partners, highlighting performance metrics and areas for improvement.

Knowledge, Skills and Ability Requirements

  • Bachelor's degree required, with a major in logistics/supply chain preferred.
  • Minimum of 3 years’ experience in retail/fulfillment with a significant focus on e-commerce last-mile logistics.
  • At least 3 years of experience leading teams, with a proven track record in managing complex digital operations.
  • ability to manage in-house fleet operations, including scheduling, maintenance, and driver management, with a focus on safety and compliance.
  • communication and collaboration capability
  • Familiarity with e-commerce fulfillment practices, including cost modeling and operational analysis.
  • Solid experience in managing Transportation Management Systems (TMS) and coordinating with Third-Party Logistics (3PL) providers.
  • Exceptional analytical skills, with the ability to assess complex data and make strategic operational decisions.
  • Independent thinker with a proactive approach to problem-solving and innovation within the e-commerce space.
  • Fluent in English and Chinese, capable of effective cross-cultural communication.
  • Comfortable working in varied environmental conditions, reflecting adaptability to physical operational demands.
  • Demonstrated commitment to customer-centric operations, adherence to standard operating procedures, and regulatory compliance.
  • Experience with data analysis tools (e.g., Tableau, Power BI) and proficiency in Microsoft Office and Visio.