Team Lead, Applications Specialist

Groupe Dynamite; Mount Royal; On-site; CAD 70,000 - 90,000; Full time

Job summary

Groupe Dynamite is seeking a Team Lead for their Omni & Digital Support team. This role is crucial in overseeing daily operations and ensuring smooth troubleshooting of application issues across various platforms. The ideal candidate will possess strong leadership skills, retail experience, and be bilingual in French and English, facilitating effective communication with diverse stakeholders.

Benefits

Comprehensive compensation package with bonuses

Group retirement savings program with employer matching

Flexible group insurance

Employee discount at Garage and Dynamite

Flexible vacation policy

Qualifications

• 2 to 5 years of experience in retail.
• Experience in gathering requirements.
• Bilingualism (French and English) required.

Responsibilities

• Oversee daily activities of the Omni & Digital Support team.
• Investigate and troubleshoot Omni tickets.
• Coordinate task assignments among the Application Support team.

Skills

Communication

Leadership

Analytical Skills

Education

Undergraduate degree

Tools

Google Workspace

Salesforce Commerce Cloud

Manhattan Omni

Job description

Overview

Groupe Dynamite Inc. (GDI) is a Montréal-based, public company of integrated omni-channel brands, designing and distributing accessible, trend-forward fashion for women since 1975.

Our mission of "Empowering YOU to be YOU, one outfit at a time" is brought to life through the GARAGE and DYNAMITE banners and represents the consumer-centric core of GDI's long-standing success as a leading retailer in North America.

Today, GDI operates nearly 300 stores across Canada and the United States, as well as shoppable brand experiences at Garageclothing.com and Dynamiteclothing.com.

Job Summary:

Reporting to the Applications Service Desk Manager, you will be responsible for overseeing the daily activities of the Omni & Digital Support team, in addition to troubleshooting and managing application issues. This role includes leading team operations, coordinating escalations, mentoring junior specialists, and acting as a liaison between technical teams, third-party vendors, and business stakeholders. You should demonstrate leadership, communication, and analytical skills and work well both independently and as a Team Lead.

Main Responsibilities:

• Investigate and troubleshoot Omni tickets, including Transfers, Ship from Store orders, BOPIS, box receiving issues, and label generation issues;

• Understand flow-related issues between the different systems (RMS, WMS, etc.);

• Schedule and participate in meetings to facilitate the resolution of problematic tickets with key players;

• Provide and remove user access to certain applications;

• Investigate and triage issues reported for the website and/or mobile app;

• Align with internal teams and third parties for peak season volumes on both the Omni and web/app front;

• Take directions from and work with senior members of the Application Management team on projects and tasks;

• Update tickets in the Jira ticketing system;

• Be available outside of business hours (evening and weekends when emergencies arise);

• Coordinate daily activities and task assignments among the Application Support team;

• Provide guidance and mentorship to junior team members;

• Act as a point of escalation for complex or unresolved application issues;

• Lead incident and problem management efforts, ensuring timely resolution and communication;

• Monitor and report on key performance indicators related to application support;

• Ensure knowledge-sharing and the proper documentation of standard operating procedures across the team;

• Conduct regular check-ins and performance feedback sessions with team members, in collaboration with the Manager;

• Represent the Application Support team in cross-departmental meetings and projects;

• Take ownership of digital issue investigations by attempting to reproduce reported problems across web and mobile platforms, ensuring the complete documentation of symptoms, steps to reproduce, and user impact;

• Gather all relevant technical and business details required for issue triage and resolution;

• Coordinate war room calls or bridge meetings for P1 and P0 incidents, engaging all necessary stakeholders and ensuring timely communication and updates.

Qualifications:

• Undergraduate degree;
• 2 to 5 years of experience in retail;
• Experience in gathering requirements and the pertinent information needed to help resolve issues;
• Knowledge of Google Workspace;
• Knowledge of Manhattan Omni is an asset;
• Knowledge of Salesforce Commerce Cloud is an asset;
• Ability to work independently;
• Strong motivation and initiative to identify and accomplish what needs to be done;
• Ability to effectively communicate with and educate business users;
• Bilingualism (French and English) is required for daily communication with suppliers, employees, and stakeholders, both within and outside of Quebec.

At GDI, you will be part of a growing organization that understands the importance of investing in people and offers you:

• A comprehensive compensation package that includes performance-driven bonuses;
• A group retirement savings program with employer matching;
• Flexible group insurance with personalized coverage that meets your needs;
• An employee discount at Garage and Dynamite;
• Exclusive private sample sales;
• A flexible vacation policy;
• And more!

GDI has been repeatedly voted one of Montréal’s Top Employers and one of Canada’s Top Employers for Young People.

Our promise…No day will be like the last—we aim to be better today than we were yesterday. We are committed to employment equity.

Candidates that are retained will be called for an interview.