Manager, RSSD

Canadian Tire Corporation is seeking a Manager, RSSD to provide day-to-day operational oversight of the Retail Store Service Desk in Toronto, ON.

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

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

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

Strong financial and vendor management experience

Excellent executive communication and stakeholder management skills

Experience supporting retail technologies such as POS, self-checkout, store systems, mobility, and dealer-facing applications is an asset

Benefits: Broadband salary range: $79,000 - $131,000

Comprehensive benefits and retirement programs

Performance incentives and continuing education programs

Career growth opportunities and product discounts

$5,000 per year in mental health benefits for eligible employees and families

Canadian Tire Profit Sharing

Triangle Learning Academy access

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 centre environments. 5+ years leading large operational teams. Strong ITIL knowledge.

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