Head of E-Commerce Operations
SobeysEmbark on a rewarding career with Sobeys Inc., celebrated among Canada’s Top 100 employers where your unique contributions drive success. Ready to Make an Impact? We are looking for an experienced and forward-thinking leader to join our E-Commerce team as Head of E-Commerce Operations. In this highly visible leadership role, you will shape and lead the end-to-end operational strategy for our e-commerce business. You will oversee our automated customer fulfilment centres, centralized customer contact centre and delivery operations, ensuring we consistently deliver an exceptional experience for our customers while achieving our operational and financial commitments. You will lead complex, technology-enabled operations across Canada, build strong and capable teams, and work closely with partners across Sobeys, Empire and Ocado to strengthen performance and support the continued growth of our e-commerce business. Here’s Where You’ll Be Focusing: Build, lead and develop high-performing operations and teams, creating a customer-centric culture, strengthening leadership depth and maintaining workforce stability. Develop and execute the centralized contact centre strategy, operating model and service standards to ensure customer concerns, refunds and service recovery are managed promptly and effectively. Lead the operational performance of highly automated e-commerce customer fulfilment centres across Canada, with accountability for service, capacity, productivity, cost management and financial outcomes. Lead delivery and fleet operations, with accountability for service, efficiency, delivery-promise performance, last-mile quality and customer experience. Deliver against e-commerce P&L commitments, key financial targets and operational performance measures across fulfilment centres, contact centre and delivery operations. Establish national logistics, delivery and operating standards that support a consistent customer experience and scalable growth across banners, geographies and fulfilment channels. Translate the e-commerce roadmap into clear operational deliverables, milestones and performance expectations, ensuring business decisions are executable and aligned to customer and financial outcomes. Use data, operational insights and structured problem-solving to improve service, labour productivity, capacity, availability, inventory performance and cost management. Build effective partnerships across customer service, operations, logistics, health and safety, food safety, merchandising, category management, marketing, human resources, finance and technology to deliver shared business priorities. Manage strategic partner performance, including Ocado and other technology, logistics and service partners, to drive issue resolution, continuous improvement and shared business outcomes. Build operational resilience through robust peak planning, contingency management and incident response processes for weather events, system disruptions, capacity constraints and seasonal demand spikes. Ensure strong health and safety, food safety, regulatory compliance and cold-chain standards across all operational activities. What You Have to Offer 12+ years of progressive leadership experience in operations, e-commerce, retail, supply chain, fulfilment, logistics, customer service or a similarly complex, technology-enabled operating environment. 5+ years leading large, multi-site or national teams, ideally across fulfilment, delivery, contact centre, store operations or distribution operations. Experience operating in a grocery, retail, consumer goods, supply chain, logistics or technology-enabled service environment is strongly preferred. Demonstrated experience building, launching, scaling or operating automated fulfilment or distribution centres. Experience leading customer contact centre operations, delivery operations and fleet management. Strong financial and commercial acumen, including experience managing operating costs, budgets, productivity, bu…