Director, eCommerce Operations (contract)

LCBO; Toronto; Hybrid; CAD 94,000 - 175,000; Full time

Job summary

A leading beverage retailer in Toronto is seeking a Director of eCommerce Operations to lead digital commerce across B2C and B2B channels. The ideal candidate will have over 8 years of experience and will ensure a seamless customer experience while optimizing operations. This is a hybrid role offering competitive pay and comprehensive benefits.

Benefits

Employee & Family Assistance Program

Defined Benefit Pension

Discounts on products and services

Qualifications

• 8+ years of experience in eCommerce operations, both B2C and B2B.
• Experience managing delivery, payment, and fulfillment partners.
• Strong analytical and problem-solving skills.

Responsibilities

• Lead daily operations of the eCommerce business.
• Manage and improve relationships with key delivery partners.
• Act as the operational bridge between various teams.

Skills

eCommerce operations

Project management

Analytical skills

Stakeholder engagement

Tools

Adobe

Shopify

Salesforce Commerce Cloud

Job description

Location Address:

100 Queens Quay East, 9th Floor, Toronto

Number of Openings:

1

Pay:

$94,126.00 - $174,736.00

Job Posting Description:

This is a hybrid role #LI-Hybrid

Contract: Duration 12 Months

We are seeking a strategic and execution-focused Director of eCommerce Operations to lead and scale our digital commerce operations across both B2C and B2B channels. This role is critical in ensuring seamless end-to-end customer experiences by managing a complex ecosystem of partners, platforms, and internal stakeholders. You will optimize operational performance, drive efficiencies, and ensure alignment across delivery, fulfillment, payments, and customer feedback systems.

About the Role

Operational Leadership

• Lead daily operations of the eCommerce business, ensuring high performance across order management, fulfillment, and customer service.
• Lead the operational roadmap and KPIs for both B2C and B2B digital commerce channels. This includes lcbo.com, LCBO apps, wholesale.lcbo.com, vintagesshoponline.com, InstaCart, UberEats, DoorDash and Skip.

Partner Ecosystem Management

• Manage and improve relationships with key on-demand delivery partners, fulfillment providers, payment processors, and ratings & reviews platforms.
• Negotiate SLAs, monitor performance, and ensure partner accountability to deliver exceptional customer experiences.

Cross-Functional Collaboration

• Act as the operational bridge between Product, Marketing, Technology, Customer Service, and Finance teams.
• Lead cross-functional initiatives to improve conversion, reduce friction, and scale operations.

Customer Experience & Feedback

• Leverage insights from ratings and reviews to identify operational pain points and drive continuous improvement.
• Ensure operational readiness for new product launches, promotions, and seasonal peaks.

Process Optimization & Technology

• Implement process improvements opportunities across the eCommerce value chain.
• Collaborate with technology teams to enhance platform capabilities and integrations with third-party systems.

Stakeholder Management

• Collaborate with a diverse range of internal and external partners, while balancing multiple perspectives.
• Communication with executive leadership on performance, risks, and opportunities.

About You

• 8+ years of experience in eCommerce operations, with a strong track record in both B2C and B2B environments.
• Experience managing on-demand delivery, payment, fulfillment, and customer feedback partners.
• Strong analytical and problem-solving skills with a data-driven mindset.
• Exceptional project management and stakeholder engagement skills.
• Experience with eCommerce platforms (e.g., Adobe, Shopify, Salesforce Commerce Cloud), OMS, and ERP systems.

We offer a comprehensive suite of benefits, including:

• Access to an Employee & Family Assistance Program
• a Defined Benefit Pension
• Discounts on products and services via Workperk.

There is a world of opportunities at the LCBO…

Join an organization where you can be challenged while achieving your true potential. A place where you can make a positive impact supporting Ontario business and communities. Discover a safe, healthy, diverse, inclusive, and accountable workplace where your wellbeing is our top priority. At the LCBO, your contributions are respected and valued. Be part of our journey as we invest in people and technology to transform an organization. There really is a world of opportunities at the LCBO.

We foster a culture of inclusion and belonging, so everyone feels valued, respected, and heard. The LCBO is an equal opportunity employer and committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act. If contacted for an interview or employment opportunity, please advise if you require an accommodation.

Please submit your resume via Workday by 11:59pm on the deadline date. We appreciate your interest and advise that only those selected for an interview will be contacted.

The LCBO collects and uses the personal information you provide under the authority of the Liquor Control Board of Ontario Act, 2019, SO 2019, c 15, Sch 21, Section 3 and in compliance with the Freedom of Information and Protection of Privacy Act for the sole purpose of processing your job application. When you click “Apply with LinkedIn” you are agreeing to share your information with our service providers engaged by us in connection with recruitment and human resources related activities.

If you wish to submit an application without sharing your information with LinkedIn, please visit the LCBO Careers website.

If you have any questions concerning the LCBO’s collection and use of personal information, please contact the Freedom of Information and Privacy Office.

Work Hours:

36.25

Union / Non-Union:

Non-Union

Job Posting End Date:

August 6, 2025

The LCBO is an equal opportunity employer and committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.