Retail Operations Specialist

Canadian Tire Financial Services; Toronto; On-site; CAD 68,000 - 72,000; Full time

Benefits offered by this job

Comprehensive benefits and retirement

Performance incentives

Continuing Education programs

Employee product discounts

Career growth opportunities

Job summary

Canadian Tire Financial Services seeks a Retail Operations Analyst to support technology platforms and operational processes across Canada, collaborating with retailers, stakeholders, and technology partners.

You will analyze incidents, coordinate resolutions, and translate technical issues into business-friendly communications while driving continuous improvement in service quality and customer experience. Strong bilingual, analytical, and cross-functional skills are essential.

Qualifications

• Post-secondary education in IT, Business, CS, or related discipline or equivalent experience.
• Bilingual (English and French) with excellent communication, verbal and written.
• Experience or working knowledge of Bulloch POS, BT900, ServiceNow, MS-365, Power BI, incident/problem/change management, reporting/analytics, and retail petroleum tech.

Responsibilities

• Provide senior analyst-level support for critical retail and operational technologies.
• Coordinate investigation and resolution of technical, operational, and service-related issues affecting customers and retailers.
• Analyze incidents, trends, and service performance to identify improvement opportunities.
• Partner with support teams and stakeholders to coordinate timely resolution and escalation as needed.
• Assist with root cause analysis, corrective action planning, and post-implementation support.

Skills

Bilingual English/French

Analytical thinking

Stakeholder coordination

Incident resolution coordination

Problem solving

Education

Post-secondary in IT/Business/CS or related

Tools

Bulloch POS environments

BT900 back-office systems

ServiceNow

MS-365

Power BI

Job description

**What you'll do**The Retail Operations Analyst is responsible for supporting the technology platforms, operational processes, and services that enable Canadian Tire Gas+ and rebranded Petro-Canada locations across Canada.Working independently and collaboratively with retailers, business stakeholders, support teams, and technology partners, this role is responsible for analyzing technical and operational issues, coordinating resolution activities, identifying root causes, and communicating impacts and solutions to a wide range of audiences.The successful candidate will act as a key liaison between business and technical teams, ensuring issues are clearly understood, actions are coordinated, and information is communicated effectively to support operational excellence and an exceptional customer and retailer experience. **Operational & Technical Support*** Provide senior analyst-level support for business-critical retail and operational technologies.* Coordinate the investigation and resolution of technical, operational, and service-related issues impacting customers, retailers, and business operations.* Analyze incidents, trends, recurring issues, and service performance to identify improvement opportunities.* Partner with support teams and business stakeholders to facilitate timely issue resolution and escalation when required.* Assist with root cause analysis and corrective action planning to reduce repeat incidents and improve service stability.**Stakeholder Coordination & Communication*** Act as a liaison between business stakeholders and technical support teams.* Translate technical issues, system impacts, and resolutions into clear, business-friendly communication appropriate for diverse audiences.* Coordinate activities across multiple teams to ensure alignment on priorities, timelines, dependencies, and action plans.* Provide regular updates on issue status, risks, impacts, and resolution activities.* Develop and maintain positive working relationships with retailers, internal partners, and external service providers.**Project & Change Support*** Support the implementation of technology enhancements, operational initiatives, and system changes.* Assist with business requirements gathering, testing, deployment readiness, and post-implementation support activities.* Identify operational impacts, risks, and dependencies associated with new initiatives and system changes.* Contribute to continuous improvement efforts focused on operational efficiency, service quality, and customer experience.**Documentation & Knowledge Management*** Create and maintain operational procedures, knowledge articles, troubleshooting guides, and business communications.* Support the development of reporting, dashboards, metrics, and documentation that assist decision-making and operational oversight.* Promote consistent processes, knowledge sharing, and best practices across support teams. **What you bring** * Post-secondary education in Information Technology, Business, Computer Science, or a related discipline, or an equivalent combination of education and experience.* Bilingual (English and French) with excellent verbal and written communication skills.* Experience or working knowledge of: + Bulloch POS environments + BT900 back-office systems + ServiceNow, MS-365, Power BI + Incident, Problem, and Change Management processes + Reporting, analytics, and operational support practices + Retail fuel, convenience, loyalty, payment, or petroleum technologies* Demonstrated ability to explain technical concepts and operational issues clearly to business and non-technical audiences.* Strong analytical and problem-solving skills with the ability to assess issues, identify trends, and recommend solutions.* Experience coordinating incident resolution and working within service management environments.* Ability to work independently, manage competing priorities, and exercise sound judgment with minimal supervision.* Experience working with multiple stakeholders across business, operations, technology, and external support teams.* Experience supporting multi-location retail, petroleum, customer-facing, or operational environments 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:** $50,000 – $73,000 CAD.Our typical hiring range is between $68,000.00 - $72,000.00 CAD Annual. Salary decisions are also dependent on other factors such as your experience, job-related knowledge, skills and competencies, market location, industry benchmarks, internal equity and other role-specific requirements.