Location: Brampton, Ontario

Job Description:

*Contract until January 2026*

Job Summary

The Manager – eCommerce Operations will place a crucial role in overseeing and optimizing our last-mile delivery and supporting distribution center (DC) fulfillment processes. The ideal candidate will play a critical role in ensuring a seamless end-to-end customer experience by driving efficiency, improving service levels, and managing teams across fulfillment and logistics. They will be responsible for Pet Valu’s commitments to service level agreements (SLAs) and efficient cost management. The candidate must have the ability to problem-solve, work independently both remotely and in the office, as well as cross-functionally, and be driven to continuously improve processes and develop key metrics in eComm logistics.

Essential Duties and Responsibilities:

Safety – Operate in a way that builds trust with our customers, pets, and ACEs.

Makes decision to move a new item for online Sales based on product dimensions and if we can package it or not.  Are products safe enough to ship safely & securely to the DPL.  Makes decisions on Packing Materials; provide packing instructions to the DC Teams.

Compassion – Communicate and act from the heart with genuine care and courtesy.

Develop and maintain strong and effective professional relationships with DCs and Cross functional Business partners to ensure supply chain transparency and efficiency.Work collaboratively with other departments (like Customer Service, Enginerring, IT and e-Comm Digital Marketing) to improve and optimize service.Collaborate with warehouse staff and automation teams to identify and integrate technology-driven improvements.Support creating a positive customer experience with all e-Comm orders shipped out from our DCs

Expertise – Provide knowledge in an understanding and informative way.

Negotiate rates Last Mile carriers and expand the network for better coverage and volume management.To promote process driven activities with high level of business acumen, accountability, and proactive approach to the service levels and KPI’s directly impacted by your area of responsibilitySupport day-to-day DC fulfillment performance on e-Comm Orders in different Systems: OMS, NAV & WMS and deal with the outstanding Orders in the systemWork cross functionally with internal stakeholders to communicate Supply Chain constraints or challenges and devise strategies to mitigate risks.Work with Demand Planners to provide forecast to the DCs for labour planning and LM carriers for capacity planning.Take a systematic approach in contributing to make Pet Valu’s workflow more effective, efficient, and capable of adapting to an ever-changing environment.Optimize & Improve e-Comm processes in the DCs to meet growth objectives - Develop strategies to improve speed of orders and service quality and to reduce costs.

Efficiency – Use time and resources responsibly.

Work with EComm Manager in Marketing to determine what are the items that need to be sold via ECommWork with packaging vendor, Staples, regarding what is the correct packaging for which items (Procurement Manager would have negotiated the costs and establish the relationship.)Addressing key operational metrics including fill rate, and on-time delivery. Monitor e-Comm On Time Shipment Report, e-Comm DC Fill Rate ReportUpdate and maintain Standard Operating Procedures & Process Maps, as applicable.Address the System issues, Order errors, Partner with PRB Site Support, NAV, and Customer Service Team to resolve order specific issues to improve DPL experience.

Skills, Experience, Education, Certifications

Bachelors' Degree in related field or equivalent combination of education and experience.Minimum of 4 years' experience in supply chain / logistics /eCommerce fulfillment activities. Advanced knowledge of Ecommerce Business from an Operational environment is a plus.Must have excellent and applied knowledge of Microsoft Office (Excel, Outlook, PowerPoint, etc.) reports; dashboards; look-ups; pivot tables;Must have excellent and applied knowledge of WMS, NAV and RF based systems and processesMust have great communication skills, verbal and written2 – 3 years in a comparable position managing teams required, and influence without direct authorityExperience with FedEx or other large 3rd party couriers, processes and systemsAbility to travel to the DCs across Canada