Manager, Service Operations Excellence

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• Français (CA)

Please note that:

Our Hybrid Workplace Policy establishes that associates need to have a reliable transportation to and from our corporate head office located in Boucherville (Quebec), to come to the office on a regular basis.

We require all our head office associates to be proficient in French, spoken and written.

At RONA, over 22,000 employees let their passion blossom every day. Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities we serve.

We operate or service some 425 corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to big box stores, our RONA+, RONA, and Dick’s Lumber banners are well equipped to help meet the needs of all DIYers and contractors.

You’ve got the talent? We’ve got the tools! Here, your work and ideas will contribute to building a flourishing organization. Your voice will always be heard and valued. You’ll find career opportunities that live up to your ambitions and be able to further develop your unique set of skills.

So, if you’re looking to do what you love, we could be a perfect match

Our expectations

In a stimulating, fast-paced, and customer-facing environment, the Manager, Service Operations Excellence, within the Supply Chain organization, will be responsible for leading a team of replenishers/analysts dedicated to meeting the inventory needs of our corporate store network while developing best practice initiatives and optimized process adoption. Operational activities center around providing superior service and support to stores through ticket triage and prioritization and resolving larger store issues end to end while correcting for root cause drivers to increase SLAs. The successful candidate will also be accountable for executing the necessary vision focused on process improvement, customer facing proactive and preventative strategies, rebuilding metrics and developing strategic relationships within company-wide cross functional teams and stores. The manager will also be accountable for coaching, training and developing a team of three associates to ensure all SLAs are met.

The Manager - Service Operations Excellence team plays a critical role in supply chain execution, store relations, and operations.

Your role

• Support the end to end Supply Chain - Store Support call centre daily operations including reviewing prioritizations, escalations, managing team schedules, and ensuring calls are serviced within acceptable metrics
• Manage customer expectations and complaints, and ensure the necessary follow up is carried through until resolved
• Develop and implement strategic activities to ensure the company’s operational and growth objectives are met
• Initiate repeatable best in class process recommendations to prevent future repeat issues and socialize processes across the network
• Analyze weekly performance reports and communicate required actions to the team. Build out necessary SLAs and work on recovery plans as needed
• Manage a team of replenishers/analysts, evaluate performance, provide necessary training and coaching while establishing individual action plans to reach and surpass targets
• Train teams on procedures, systems and best practices, in addition building out/maintaining required playbooks
• Regular store visits to help establish and build upon necessary cross functional partnerships; collaborate with Store Managers and District Managers
• Lead weekly District Manager call and manage agenda, actions and post Meeting updates
• Onboarding and training of ticketing system platform for and SWAT agents
• Lead the coordination, communication and execution of disaster recovery plans.

The qualifications we are looking for

• Bachelor’s degree (or equivalent) in Administration or a related field
• Experience in operations management (major asset)
• At least 3 years’ experience leading a call centre or customer service organization
• Experience in a retail environment an asset
• Ability to build strong business relationships with various stakeholders with confidence and leadership vision
• Ability to influence others and capture an audience attention
• Ability to identify priorities and achieve goals within the required timeframe
• Excellent time management, autonomy and organization skills
• Ability to handle multiple high priority tasks simultaneously in a very dynamic and fast-passed environment
• Excellent communication skills
• Our Hybrid Workplace Policy establishes that associates need to have a reliable transportation to and from our corporate head office located in Boucherville (Quebec), to come to the office on a regular basis.
• We require all our head office associates to be proficient in French, spoken and written.

By joining the RONA family, you’ll enjoy many benefits, such as:

• A fitness centre, sports activities, and showers
• A childcare centre that can accommodate up to 78 children
• A cafeteria with a delicious menu prepared by a dedicated chef, healthy options, as well as FARO Roasting Houses and Tim Hortons coffee stations
• Exclusive employee discounts, plus a 10% discount on store merchandise (at all RONA locations)
• Benefits: retirement savings plan, annual bonuses, student incentive program, etc.
• Electric car charging stations
• Career growth opportunities within the company
• An inclusive and safe working environment
• Promotion of work-life balance
• An employer that’s involved in the community
• And much more!

RONA is committed to encouraging diversity and inclusion. We are pleased to consider applications from all qualified candidates, regardless of race, colour, religion, sexual orientation, gender, nationality, age, disability, or any other protected status.