Associate Manager, Digital Experience Integration

What you'll do

The Associate Manager, Digital Experience Integrations is responsible for driving operational excellence across Digital and Store Operations and day-to-day execution with a primary focus on Digital Customer Care Centre (DCCC), Incident Management and Cross-Functional Partnership. Acting as an operational “air traffic controller,” the Associate Manager drives prioritization, escalation, and cross‑functional alignment, while developing playbooks and best practices that protect site stability and the customer and store experience.

You will work closely with cross functional stakeholders such as Digital Customer Care Centre (DCCC), Product Teams, IT, Store Operations, Digital and cross-functional partners to troubleshoot issues, enhance processes, and develop and lead improvements to our overall omni channel strategy. If you enjoy solving operational challenges, bringing structure to ambiguity, and ensuring continuous forward momentum, this role is for you.

• Act as the primary operational partner to the Digital Customer Care Centre (DCCC), owning the end-to-end relationship from an eCommerce Operations perspective

• Identify and address friction points driving customer contact or escalations by partnering with DCCC, Product, IT and Operations

• Support the operationalize of new features, changes and initiatives impacting DCCC, ensuring readiness through training materials, playbooks, and communications

• Proactively identify opportunity to reduce call drivers through process improvement, enhancements, and clearer customer experiences

• Analyze key performance indicators (KPIs) to assess operational performance and identify trends, risks, and improvement opportunities.

• Generate data-driven insights and decision making to help make further recommendation to improve the customer journey

• Build strong partnerships with DCCC, Product, IT, and Sustaining teams to represent eComm Operations in prioritization of issues.

• Provide third-level support for incident resolution by engaging with cross-functional teams as needed for resolution

• Maintain visibility of active issues, escalation paths, and dependencies through JIRA dashboards, ServiceNow, and other operational tools.

• Facilitate incident reviews, retrospectives, and preventative measures to reduce recurrences and improve system stability.

• Act as a key project manager for eCommerce initiatives such as Black Friday / Cyber Monday (D149), supporting planning, execution and delivery

• Own project timelines, milestones, ensuring initiatives are delivered on time with minimal disruption

• Present and track progress, risks, and blockers to Senior Leaders using project management tools and proactively escalate where needed

What you bring

• Strong ability to bring clarity, structure, and prioritization to ambiguous or fast-changing environments.

• Exceptional communication skills—the ability to translate complex operational issues into clear, concise updates for both leadership and stakeholders

• Continuous-improvement mindset with the ability to diagnose issues, connect dots across systems, and design scalable solutions.

• Demonstrated ability to influence without authority and drive alignment across multiple departments.

• Analytical thinking with experience leveraging data to guide decisions and identify trends.

• Strong process design, workflow mapping, and documentation capabilities.

• 3–5 years in eCommerce, Digital Operations, Incident Management, Merchandising or related fields

• Experience with issue escalation and cross-functional troubleshooting.

• Experience with JIRA and Service Now is considered highly an asset

• Familiarity with change management, project coordination, and operational readiness planning.

• Proven ability to manage competing priorities while maintaining operational stability and customer focus.

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

Our typical hiring range is between $64,000.00 and $106,000,00 per annum. 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. We're committed to attracting top talent. 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.

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This posting represents an existing vacancy within our organization.