Head of E-Commerce Operations

Sobeys; Pointe-Claire; On-site; CAD 180,000 - 260,000; Full time

Benefits offered by this job

Total Rewards package

Employee Share Ownership Plan

10% in-store discount

Job summary

Sobeys Inc. is seeking an experienced Head of E-Commerce Operations to shape and lead the end-to-end operational strategy for our e-commerce business in Canada.

You will oversee automated fulfilment centres, the centralized contact centre, and delivery operations, driving service excellence and financial performance. You will build and lead large, cross-functional teams, partner with Sobeys, Empire and Ocado, and translate the roadmap into concrete deliverables and measurable outcomes to fuel

Qualifications

• Extensive leadership experience in operations, e-commerce or supply chain.
• Experience managing large multi-site or national teams.
• Experience in grocery/retail or tech-enabled service environments.
• Proven track record launching or operating automated fulfilment centres.
• Experience leading contact centre operations and delivery fleet.
• Strong financial acumen including P&L management.
• Experience with change management and operating model transformations.
• Labor planning and workforce management expertise.
• Vendor management and performance governance.
• Knowledge of food safety and regulatory standards.

Responsibilities

• Set the strategic direction for e-commerce operations across Canada.
• Lead automated fulfilment centres, contact centre and delivery operations.
• Build high-performing teams and strong partnerships across Sobeys, Empire and Ocado.
• Translate roadmap into clear deliverables, milestones and KPIs.
• Drive peak planning, resilience and incident response.
• Ensure compliance with health, safety and food safety standards.
• Deliver against e-commerce P&L commitments.

Skills

Leadership

Multi-site leadership

Customer service

Financial acumen

P&L management

Change management

Labor planning

Vendor management

Food safety

Strategic thinking

Education

Post-secondary education in business/related field

MBA (asset)

Tools

Ocado Smart Platform

Job description

Embark 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, business performance and P&L commitments.
• Experience leading large-scale operational transformation, including operating model changes, business scaling, process redesign and change management.
• Strong experience in labour planning, workforce management, scheduling, productivity improvement and operational capacity planning.
• Demonstrated ability to manage strategic vendors and partners, including performance governance, issue resolution and continuous improvement.
• Strong understanding of food safety, health and safety, regulatory compliance and quality standards in a grocery, retail, fulfilment or distribution environment.
• A proven ability to build, engage and develop diverse, high-performing teams.
• Strong strategic thinking, logical problem-solving and decision-making capabilities.
• Experience working across multiple functions and influencing senior stakeholders in a complex, matrixed organization.
• Proven ability to translate complex operational performance, risks and trade-offs into clear executive-level recommendations and updates.
• A customer-first mindset and a strong understanding of how operational decisions affect service, loyalty and business performance.
• Experience leading through peak periods, operational incidents, service disruptions or other high‑pressure operating environments.
• Post-secondary education in business, operations, supply chain, engineering or a related discipline is preferred; equivalent progressive leadership experience will also be considered.
• MBA, operations, supply chain or continuous improvement certification would be considered an asset.
• Experience with the Ocado Smart Platform, automated grocery fulfilment, digital commerce, marketplaces, last-mile delivery, contact centre operations or comparable technologies would be considered an asset.

You Will

How You Will Lead:

• Set clear expectations and create accountability for results.
• Build a customer-centric culture grounded in service, reliability, safety and continuous improvement.
• Engage, empower and develop teams to perform at their best.
• Build leadership depth through succession planning, coaching and development of high-potential site, contact centre and delivery leaders.
• Collaborate across functions to solve complex business challenges and align teams around shared priorities.
• Lead with an enterprise mindset, balancing customer experience, operational feasibility, team capacity and financial outcomes.
• Champion innovation, disciplined execution and new ways of working.
• Bring clarity to complex, cross-functional decisions by communicating trade-offs and measurable outcomes.

How Success Will Be Measured

Success in this role will be reflected through:

• Customer satisfaction, retention and service recovery outcomes.
• On-time delivery, delivery-promise performance and drops per vehicle.
• Contact centre performance, including customer contacts per order and resolution effectiveness.
• Delivery-fleet performance, last-mile quality and operating efficiency.
• Operating-cost, SG&A, labour productivity and cost-per-order management.
• Achievement of revenue, project-budget and e-commerce P&L commitments.
• Progress against the e-commerce roadmap and key operational milestones.
• Strategic partner performance and progress against continuous improvement plans.
• Health and safety performance, including safety incidents and compliance outcomes.
• Peak-period readiness and operational resilience.
• Team capability, engagement, succession coverage and workforce stability.

Why Join Us?

This is an opportunity to lead one of the most important and complex areas of our growing e-commerce business. You will have the ability to influence how we serve customers across Canada, shape the future of our operational network and develop the teams and capabilities required to support our long-term growth.

We welcome applications from internal candidates who bring strong enterprise knowledge, a passion for serving customers and the leadership capability to deliver results at scale.

Who We Are

Sobeys is one of Canada’s leading grocery retailers, with more than 1,600 stores across all 10 provinces and banners including Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, and Lawtons Drug Stores. Our 128,000 teammates and franchise affiliates are passionate about delivering great food and exceptional experiences to our customers and communities.

Learn More About Our Story And Culture

Total Rewards

We offer a Total Rewards package designed to support teammates at work and in life. Depending on role and eligibility, teammates may receive health and dental benefits, retirement and savings programs including an Employee Share Ownership Plan, a 10% in-store discount at participating banners, virtual healthcare and an Employee and Family Assistance Program, learning and development opportunities, parental leave top-up, and paid vacation.

Individual compensation is determined based on qualifications, experience, and internal equity within the range provided.

Additional Information

External websites may share our organization's job postings which includes compensation information based on similar roles and market benchmarks. These figures are provided for general comparison purposes only and are not issued or verified by our organization.

We may use Artificial Intelligence (AI) tools to support efficiencies in the candidate screening, assessment, and recruitment processes. These AI tools do not make hiring decisions on behalf of the Company. Hiring decisions are made by our Hiring Teams.

Sobeys is committed to creating accessible and inclusive hiring processes. We will work with applicants requesting accommodation at any stage of the recruitment process.

Please note: Successful candidates will be required to provide documentation to prove their legal ability to work in the position during the onboarding process. Documentation will be assessed by the employer prior to commencement of work.