Business Support Team Lead

About Us
The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the sole legal online store for recreational cannabis in Ontario and are the provincial wholesaler of cannabis for private retail stores.
Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry. We’re a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences. We’re an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.
About the Role
We’re looking for a Business Support Team Lead to join our team The Business Support Lead will oversee and support the work of specialist responsible for OMNI Channel fraud prevention, performance and customer trends reporting, service quality and training, and system functionality and enhancements.
The role will also be responsible for driving solutions and continuous improvement initiatives within the OMNI Channel Customer Support team that will support the team and organizational strategies. The role will oversee and support the supply of professional, standardized, branded reports/dashboards, and works closely with the Data Science and Customer Insights teams to prepare reports, dashboards, and presentations for business KPIs.
About Your Day
- Partner with Data Science and Customer Insights teams to unlock the full potential of internal data, preparing weekly/monthly/quarterly reports and dashboards for business KPIs.
- Work closely with teammates and leaders to ensure they understand the data, metrics, and trends in the presentations, decks, and reports you create, enabling effective solutions for their teams/clients.
- Collaborate with the leadership team to review and standardize processes and implement best practices.
- Support the auditing of systems that flag customer-impacting issues (ART) and support their resolution.
- Support and direct the work of a team of specialists in the OMNI Channel space. This includes fraud prevention, service quality monitoring, training, performance and trend reporting, and system functionality enhancements.
- Foster a positive and engaged work environment while providing guidance and coaching.
- Prepare routine reports and dashboards for business KPIs.
- Build presentations and dashboards to create strategic and tactical plans for improvement initiatives.
- Standardize reporting and measurement, transforming data and insights into compelling stories and decks for leaders/clients.
- Investigate customer contact trends to determine problem status and recommend solutions.
- Review service trends or issues and develop continuous improvement solutions.
- Analyze daily vendor performance reports for opportunities, trends, or concerns, compiling information for OCS leadership reports.
- Anticipate teammates' needs to deliver enhanced support and consistently seek ways to improve the customer/client experience.

About You
- Post-Secondary education in Data Analytics or related field of study and/or equivalent combination of education and work experience
- 3+ years of analytics experience including database management and BI tools such as PowerBI, Tableau.
- Experience with marketing, retail or wholesale analytics is preferred
- Excellent relationship building skills, written and oral communication skills.
- Advanced Excel skills
- Intermediate level skills with other MS Office programs such as Outlook, Word and PowerPoint.

About the Job
- This position currently offers a fully remote work schedule. (The in-office requirement is depending on business needs. The OCS office is located near York Mills and Yonge St. However, OCS reserves the right to change this policy and its office location at any time.)
- City: Toronto, ON
- Employment Type: Permanent, Full
- Time (Bargaining Unit Role; Represented by OPSEU)
- Required Travel: Rare, usually within the GTA
- Application Deadline: June 13, 2025

Compensation