Senior Manager, Implementation and Training

At Loblaw Digital, we know that our customers expect the best from us. Whether that means building the best, most innovative online shopping experiences, or designing an app that will impact the lives of people across the country, we’re up for the challenge. Loblaw Digital is the team responsible for building and operating the online businesses of Canada’s largest and most successful retailer. Based in downtown Toronto, we are an entrepreneurial, fast-paced, and collaborative team working towards transforming the way Canadians shop by creating leading eCommerce experiences in the online grocery shopping, beauty, pharmacy, loyalty, and apparel spaces, and we’re only just getting started! To achieve these goals, we are looking for talented and passionate individuals who want to collaborate and solve challenging problems and make significant and lasting impact on Canadians.

The Impact You'll Make: As Senior Manager, Implementation and Training, you will lead an implementation team that oversees the development, delivery, communication and execution of the Online Grocery Fulfillment platform and its programs. This team is focused on driving efficient store operations and works with many stakeholder groups to achieve high adoption of new features and a smooth change management process. The Senior Manager, Implementation and Training will establish solutions that continuously grow and engage all colleague and leader capabilities that result in superior customer service. This team will be supported by the Digital Operations Enablement Team for Product, Analytics and Continuous Improvements that enable an elevated colleague experience.

What You’ll Do

• Work with a variety of stakeholders, business partners and other members of the Loblaw Digital and Online Grocery teams to build effective operational programs that optimize business outcome.
• Lead a team that effectively trains and ensures optimal delivery of all content.
• Responsible for program training strategy and content, building and leveraging existing and new formats to maximize reach to online grocery colleagues with timely and relevant information
• Build work back plans that incorporate change management best practices, providing teams with confidence and support during execution of new and existing programs
• Measure effectiveness of all platform and program roll outs to inform next strategies.
• Identify opportunities for continuous improvement that line up to our overall Business Strategy
• Act as a key SME for in store Online grocery operations to influence improved ways of working and outcomes that focused on providing superior experiences for our customers
• Establish increased awareness of Digital programs across the Loblaw organization through interactive programs to engage leadership teams.
• Travel across Canada as needed (up to 40%) to support program rollout.

Does This Sound Like You?

• Ability to handle multiple priorities and projects at a time
• Strong organizational and time management skills
• Curious mindset with strong problem-solving and critical thinking ability
• Excellent listening, communication, and presentation skills
• Ability to analyze data to influence an outcome or action plan
• Understanding and genuine concern for meeting the needs of the customer/colleague
• Ability to build strong relationships with various stakeholder groups, internal, and external partners
• At least 5 years of experience in retail operations
• At least 2 years of project management experience
• At least 3 years supervisory/management experience