Last Mile Performance & Optimization Advisor

Metro Inc.; Toronto; On-site; CAD 62,000 - 94,000; Full time

Job summary

METRO in Ontario is seeking an Advisor, Last Mile Optimization to drive operational performance of eCommerce delivery with external partners. You will monitor daily metrics, identify improvement opportunities, and collaborate with stores, delivery partners, and internal teams to optimize last mile execution and customer experience.

Reporting to the Manager, Last Mile Optimization, you will analyze volumes, adjust delivery windows, support peak periods, and contribute to cost reductions while

Qualifications

• Bachelor's degree in Logistics, Business Administration, Engineering, or a related field.
• 2 to 5 years of experience in eCommerce, logistics, transportation, or operational optimization.
• Knowledge of eCommerce and last mile operations.
• Experience in data analysis and performance management.
• Experience working with delivery partners is considered an asset.
• Strong analytical and problem-solving skills.
• Limited travel across Ontario, including overnight stays.

Responsibilities

• Last Mile Operational Performance Monitoring
• Monitor delivery partner performance indicators on a daily basis.
• Identify gaps against performance targets and recommend corrective actions.
• Prepare weekly and monthly operational performance reports.
• Participate in weekly and monthly performance reviews with external delivery partners.
• Monitor the progress and completion of action and performance improvement plans.
• Capacity and Operations Optimization
• Analyze delivery volumes and available capacity by geographic area.
• Recommend adjustments to delivery windows and operational parameters.
• Support volume balancing across delivery partners when required.
• Participate in the implementation of contingency plans during peak periods or major operational incidents.
• Identify opportunities to improve delivery and dispatch processes.
• Occasionally conduct store visits to ensure process compliance and support the implementation of operational best practices.
• Store and Delivery Partner Support
• Act as an operational point of contact for delivery-related issues.
• Provide support to stores regarding driver- and delivery partner-related issues.
• Coordinate the timely resolution of operational incidents.
• Collaborate with store teams to improve the delivery experience.
• Ensure consistent application of last mile standards and processes across the network.
• Support 7-day operation by providing weekend coverage on a rotational basis.
• Delivery Customer Experience Excellence
• Analyze customer complaints and claims related to delivery.
• Identify the root causes of recurring delivery incidents.
• Recommend corrective actions and monitor their implementation.
• Participate in initiatives aimed at improving NPS, CSAT, and eCommerce customer retention.
• Monitor and identify recurring customer pain points related to delivery.
• Last Mile Financial Optimization
• Analyze delivery costs by partner, market, and delivery method.
• Identify opportunities to reduce costs and improve productivity.
• Prepare analyses and insights to support business decision-making.
• Participate in monitoring delivery operating costs against budget.

Skills

Analytical thinking

Data analysis

Performance management

Delivery partner coordination

Logistics knowledge

Education

Bachelor's degree in Logistics, Business Administration, Engineering, or related field

Job description

METRO in Ontario is seeking an Advisor, Last Mile Optimization to drive operational performance of eCommerce delivery with external partners. You will monitor daily metrics, identify improvement opportunities, and collaborate with stores, delivery partners, and internal teams to optimize last mile execution and customer experience.

Reporting to the Manager, Last Mile Optimization, you will analyze volumes, adjust delivery windows, support peak periods, and contribute to cost reductions while