On Demand SLA Manager
About The Position
This position will report directly to the Vice President of Operations. The On-Demand SLA Manager is responsible for ensuring consistent, on-time, and high-quality execution of partner orders across the On-Demand business. Acting as the operational heartbeat of the team, this role monitors workflows, tracks order health, resolves issues proactively, and serves as the key link between Sales, Production, and Customer Support. This role is both technical and people-facing—requiring attention to detail, clear communication, and the ability to identify small risks before they escalate. The SLA Manager will contribute directly to overall partner satisfaction and internal operational excellence.
Requirements
- High school diploma or GED equivalent required.
- Professional attitude in fast-paced or high-pressure situations.
- Strong technical/computer skills with the ability to use dashboards, order systems, and communication tools effectively.
- Excellent verbal and written communication skills.
- Strong teamwork and cross-functional collaboration ability.
- Detail-oriented with excellent organizational and problem-solving skills.
- Ability to multitask and remain calm during high-volume periods.
- Working knowledge of modern office applications such as Excel and Microsoft Suite.
Nice To Haves
- Knowledge of printing, graphic arts, and marketing is considered an asset.
- Previous experience in customer-facing roles, order management, or distribution preferred.
Responsibilities
- Monitor workflow dashboards to identify potential delays or risks in partner order flow.
- Proactively address production or coordination issues to prevent service disruptions.
- Act as a liaison between Sales, Production, and Customer Support to maintain alignment across departments.
- Escalate order roadblocks promptly and guide the appropriate teams to resolution.
- Provide consistent updates to Partner Success leads and other internal stakeholders on order status, risks, and resolutions.
- Assist in root-cause analysis and support the implementation of process improvements or system refinements to prevent recurring issues.
- Ensure that operational activities support a seamless customer journey from order placement to delivery.
- Comply with all occupational health and safety requirements.
Benefits
- Eligible for comprehensive Family Health Care after 90 days
- Vision & Dental coverage
- Stable secure employment
- Referral bonus program
- Lunches, contests and fun events hosted by our Culture Club
- Four paid personal days and one paid Appreciation Day annually
- Opportunities to grow and develop your career in a collaborative and inclusive workplace
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
