Omnichannel Operations Specialist - E-Commerce

Roots • Toronto, ON

1d • CA$60,000 - CA$70,000

About The Position

As the Operations Specialist, Omnichannel, you are responsible for supporting the execution of our customer experience strategy that is based on the culture of the Roots brand. Your goal is to ensure our customers receive a convenient, consistent and brand right experience while interacting with Roots through the channels of their choice. You will support this objective by tracking and reporting on our KPIs and working closely with cross functional partners to continually improve these metrics through enhanced training, technology and processes. The core goal of the Operations Specialist is to support the execution and continuous improvement of omnichannel operations, including digital order fulfillment, payments, gift cards, store support, customer reviews, and special projects. The role will analyze operational data, identify trends, and provide recommendations that support customer experience and operational efficiency.

Requirements

• Bachelor's Degree or Diploma, preferably in Business, Marketing, or a related field.
• 3-5+ years of experience in omni-channel retail, e-commerce operations, or retail systems support (or related field).
• Strong understanding of omnichannel strategies, e-commerce, and retail operations.
• Proficiency in project management tools and methodologies.
• Excellent communication and collaboration skills.
• Strong problem-solving and analytical abilities.
• Demonstrated sense of urgency with strong negotiation, conflict resolution, and stakeholder management skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Nice To Haves

• Experience with CRM, digital marketing, and e-commerce platforms is a plus.

Responsibilities

• Facilitate the implementation and testing of new features and capabilities designed to enhance customer experience and operational efficiency.
• Investigate and support resolution of internal and external customer issues, escalating complex matters as required.
• Support day-to-day e-commerce operations, including reporting, dashboards, store opening/closing updates, and follow-ups.
• Continuously update training materials and optimize processes to improve customer satisfaction, reduce call volume, and lower resolution costs.
• Identify and resolve areas of customer friction on the website and in-store processes to enhance overall experience.
• Oversee app updates for the NewStore application, ensuring timely releases and support for IT and store teams.
• Coordinate gift card operations by monitoring trends, identifying opportunities for improvement, and assisting with implementation of approved solutions.
• Administer payment operations by monitoring service levels, tracking performance metrics, and coordinating with internal stakeholders and external vendors.
• Support IT development projects by coordinating documentation, recording meeting minutes, and conducting follow-ups as needed.
• Monitor order management flows (ship to customer, ship from store, BOPIS, Endless Aisle) and investigate operational issues, partnering with relevant teams to support resolution.
• Coordinate omnichannel order management operations with third-party logistics (3PL) partners, ensuring efficient fulfillment, operational excellence, and continuous process improvement.
• Partner with merchandising, retail, and customer service teams to align online and offline strategies, ensuring a seamless customer journey.
• Work with the Customer Service team to execute Friends & Family promotions, document event performance, and present key results.
• Analyze US & International e-commerce sales, conversion rates, and customer shopping trends to provide recommendations to support business objectives.
• Prepare trend reports and share insights with business stakeholders to support decision-making.
• Facilitate management of employee discounts, tracking changes across Retail Ops, Leather Factory, and DC, and reporting on potential mismanagement.
• Support BazaarVoice backend maintenance, working closely with Customer Service to track goals, new initiatives, and monthly performance metrics.
• Partner with Retail Operations and Training teams to develop in-store initiatives that differentiate the brand and increase revenue per visit.
• Assist in the evaluation, training, and adoption of technology to better understand customer preferences and shopping behaviors.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree