Operations Team Lead - Sherway Gardens

Brobston Group LLC; Toronto; On-site; CAD 55,000 - 75,000; Full time

Job summary

Brobston Group LLC in Toronto is seeking an Operations Team Lead to supervise store operations and logistics, ensuring accurate POS, efficient order fulfillment, and outstanding client service.

You will lead and coach an operations team, manage cash handling, collaborate with Logistics on deliveries and returns, and drive loss prevention and compliance on the sales floor.

Qualifications

• Minimum 2 years retail experience in a client-facing role with leadership capacity.
• Experience training teams to elevate customer experience and loyalty.
• Strong communication skills and knowledge of policies, POS systems and procedures.
• Service-oriented with strong multi-tasking skills and ability to manage high-volume customer interactions.
• Interest in retail tech to support customer service and fulfillment.
• Experience with shipping, receiving, merchandising, order fulfillment and inventory management preferred.

Responsibilities

• Lead, train and coach operations team members to achieve operational excellence and performance goals.
• Manage POS transactions, cash handling (open/close registers, deposits) and transaction audits.
• Serve as a customer service escalation point and support relationship-based selling standards.
• Prioritize and support omni-channel order queues, BOPIS operations, order picking, packaging and on-time fulfillment.
• Collaborate with Logistics on ISTs, holds, deliveries, alterations, and tailorshop support.
• Execute loss prevention, health & safety practices and maintain service desk and client list standards.
• Assist with seasonal inventory, markdown/reticketing initiatives and operational audit readiness.

Skills

Leadership

Customer service

Communication

Multitasking

Retail tech interest

Tools

POS systems

Inventory management software

Shipping software

Job description

Summary

The Operations Team Lead supports store operations and logistics to ensure efficient order fulfillment, POS accuracy, and excellent client service. This role leads and coaches operations associates, manages cash and transaction processes, and partners with Logistics to meet fulfillment and inventory targets. The Team Lead also drives loss prevention, audit compliance, and operational standards on the sales floor and service desk.

Responsibilities

• Lead, train and coach operations team members to achieve operational excellence and performance goals.
• Manage POS transactions, cash handling (open/close registers, deposits) and transaction audits.
• Serve as a customer service escalation point and support relationship-based selling standards.
• Prioritize and support omni-channel order queues, BOPIS operations, order picking, packaging and on-time fulfillment.
• Collaborate with Logistics on ISTs, holds, deliveries, alterations, and tailorshop support.
• Execute loss prevention, health & safety practices and maintain service desk and client list standards.
• Assist with seasonal inventory, markdown/reticketing initiatives and operational audit readiness.

Requirements

• Minimum 2 years retail experience in a client-facing role with leadership capacity managing a store or department.
• Proven ability to train teams to elevate customer experience and drive client loyalty.
• Strong communication skills and knowledge of policies, POS systems and procedures.
• Service-oriented with strong multi-tasking skills and ability to manage high-volume customer interactions.
• Interest in retail technology and using tech to support customer service and fulfillment.
• Experience with shipping, receiving, merchandising, order fulfillment and inventory management preferred.