Senior Manager, SDM eCommerce Fulfillment

At Loblaw Digital, we know that our customers expect the best from us. Whether that means building the best, most innovative online shopping experience, or designing an app that will impact the lives of people across the country, we’re up for the challenge. From our office in Downtown Toronto, we’ve created leading eCommerce experiences in the online grocery shopping, beauty, pharmacy, and apparel spaces, and we’re only just getting started. Why is this role important? 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