Manager, RSSD

canadiantirecorporation; Toronto; On-site; CAD 79,000 - 131,000; Full time

Benefits offered by this job

Comprehensive benefits and retirement

Performance incentives

Continuing Education Programs

Product discounts

Career growth opportunities

Job summary

Canadian Tire Corporation, Limited is seeking a Manager, RSSD to provide day-to-day operational oversight of RSSD and own service desk performance across multiple channels. You will manage after-hours escalation, incident handling, and cross-functional coordination to restore services and meet SLAs.

The role requires 10+ years in retail technology leadership, ITIL proficiency, and strong executive communication.

Qualifications

• Bachelor's degree in Business, Information Technology, Computer Science, or related field.
• 10+ years of progressive leadership experience in retail technology, IT operations, service management, or contact center environments.
• 5+ years leading large operational teams including service desk, call center, incident management, or technology support.
• Proven experience managing business-critical technology platforms and operational support teams in a multi-site retail environment.
• Strong understanding of ITIL, service management, incident response, problem management, and operational governance.
• Experience improving contact center performance through workforce management, service level optimization, quality assurance, knowledge management, and process improvement.
• Demonstrated ability to lead large-scale operational transformations while maintaining service stability and stakeholder confidence.
• Strong financial, vendor management, and experience.
• Excellent executive communication and stakeholder management skills with senior leaders, partners, dealers, and vendors.
• Experience supporting retail technologies such as POS, self-checkout, store systems, mobility, dealer-facing applications, and emerging digital solutions is an asset.

Responsibilities

• Provide day-to-day operational oversight of RSSD.
• Own service desk performance, staffing, ticket flow, queue management, and SLA achievement.
• Ensure effective management of incident, request, email, voicemail, and chat support channels.
• Manage after-hours escalation processes and coverage requirements.
• Act as senior operational escalation point for critical store incidents.
• Oversee P1/P2 single-store incident management and communications.
• Coordinate with infrastructure, application, vendor, and support teams to restore service.
• Drive operational improvement actions and monitor key service metrics.
• Review operational trends and establish corrective actions when performance falls below target.
• Provide regular reporting and performance updates to leadership.
• Serve as the operational source of truth for RSSD service delivery metrics.
• Lead contact center agents, supervisors, team leads, analysts, and specialized support functions.
• Manage hiring, onboarding, scheduling, coaching, performance management, and workforce planning.
• Ensure training, knowledge management, and quality assurance processes are in place.
• Build team capability to support evolving store technologies and operational needs.
• Improve service desk processes, call handling, escalation models, and support workflows.
• Drive self-service enablement and knowledge base maturity.
• Support automation, AI, reporting, and operational transformation initiatives.
• Lead transition planning for new projects and rollouts entering support.
• Partner with Store Operations, Dealers, Product Teams, Infrastructure Teams, and external vendors.
• Coordinate communications during major incidents and service disruptions.
• Represent RSSD in governance forums and operational reviews.

Skills

Executive leadership

Service management

IT operations

Incident response

Vendor management

Stakeholder management

Performance reporting

Financial management

Education

Bachelor's degree in Business/IT/CS

Job description

Manager, RSSD

What you'll do:

• Provide day-to-day operational oversight of RSSD.
• Own service desk performance, staffing, ticket flow, queue management, and SLA achievement.
• Ensure effective management of incident, request, email, voicemail, and chat support channels.
• Manage after-hours escalation processes and operational coverage requirements.
• Act as the senior operational escalation point for critical store incidents.
• Oversee P1/P2 single-store incident management and communications.
• Coordinate with infrastructure, application, vendor, and support teams to restore service.
• Drives operational improvement actions
• Monitor key service metrics including SLAs, First Call Resolution, customer experience, backlog, and aging tickets.
• Review operational trends and establish corrective actions when performance falls below target.
• Provide regular reporting and performance updates to leadership.
• Serve as the operational source of truth for RSSD service delivery metrics.
• Lead contact center agents, supervisors, team leads, analysts, and specialized support functions.
• Manage hiring, onboarding, scheduling, coaching, performance management, and workforce planning.
• Ensure training, knowledge management, and quality assurance processes are in place.
• Build team capability to support evolving store technologies and operational needs.
• Improve service desk processes, call handling, escalation models, and support workflows.
• Drive self-service enablement, and knowledge base maturity.
• Support automation, AI, reporting, and operational transformation initiatives.
• Lead transition planning for new projects and store technology rollouts entering support.
• Partner with Store Operations, Dealers, Product Teams, Infrastructure Teams, and external vendors.
• Coordinate communications during major incidents and service disruptions.
• Represent RSSD in governance forums and operational reviews.

What you bring:

• Bachelor's degree in Business, Information Technology, Computer Science, or a related field.
• 10+ years of progressive leadership experience in retail technology, IT operations, service management, or contact center environments.
• 5+ years leading large operational teams, including service desk, call center, incident management, or technology support functions.
• Proven experience managing business-critical technology platforms and operational support teams in a multi-site retail environment.
• Strong understanding of ITIL, service management, incident response, problem management, and operational governance.
• Experience improving contact center performance through workforce management, service level optimization, quality assurance, knowledge management, and process improvement.
• Demonstrated ability to lead large-scale operational transformations while maintaining service stability and stakeholder confidence.
• Strong financial, vendor management, and experience.
• Excellent executive communication and stakeholder management skills with the ability to influence senior leaders, business partners, dealers, and vendors.
• Experience supporting retail technologies such as POS, self-checkout, store systems, mobility, dealer-facing applications, and emerging digital solutions is considered an asset.

We're always looking for great talent! In addition to competitive pay, we offer:

• Comprehensive benefits and retirement programs
• Performance incentives, Continuing Education Programs
• Other perks to support your well-being
• Career growth opportunities and product discounts
• Broadband Salary Range: $79,000- $131,000.

Salary decisions are also dependent on other factors such as your experience, industry benchmarks, internal equity and other role-specific requirements. For critical roles, the compensation offering will be reviewed to ensure alignment with market rate and conditions and the unique value you bring to the role.

This posting represents an existing vacancy within our organization.

About Us

Canadian Tire Corporation, Limited ("CTC") is one of Canada's most admired and trusted companies. With more than 90 Owned Brands, over 1,600 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies. We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward. We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5