Retail Operations Manager
Acosta
Role Summary: The Retail Operations Manager is a critical leadership role responsible for stabilizing, standardizing, and scaling our operational infrastructure across Canada. This position provides dedicated oversight and structural support, ensuring that field operations, client services, and program execution run with accuracy, predictability, and efficiency. This individual oversees the Operations Coordinators and owns the processes that directly impact service quality, data integrity, and retailer‑specific execution. By establishing SOPs, playbooks, and consistent workflows, the Retail Operations Manager reduces operational risk, improves accuracy, and ensures the business is prepared for the increasing complexity of new retailers and programming. This position is essential for strengthening our operational foundation, mitigating performance and accuracy gaps, and enabling scalable growth as the business expands.
Responsibilities
Responsibilities: Oversee and mentor coordinators; create SOPs and playbooks; manage Natural Insight, Shopping Cart, and launch operations; lead system transitions as project manager; and ensure predictable timelines for onboarding and reporting.
Lead and Support a High-Performing Operations Team
Oversee and develop our Operations Coordinators
Provide clear direction, coaching, and performance support
Ensure accurate scheduling, reporting, and resource allocation across all regions
Build Operational Excellence
Create SOPs, playbooks, and standardized workflows
Implement scalable processes that reduce errors and improve execution
Strengthen cross‑functional communication with account and field teams
Drive Accuracy in Data, Reporting, and Client Delivery
Ensure data integrity in pricing, pay rates, and project inputs
Own quality control across client services, field submissions, and retailer‑specific requirements
Troubleshoot and resolve operational escalations with speed and clarity
Support Innovation & Growth
Play a key role in rolling out a new national pilot programming
Manage retailer‑specific operational nuances to ensure seamless execution
Help prepare the business for future expansion and new channel partners
Qualifications
Qualifications: Two-to-five years of management, strong coaching skills, deep Microsoft 365 suite knowledge (Power BI included), tech-curious (AI applications), project management experience, and familiarity with field team operations.