Advisor, Last Mile Optimization Ontario

Position Title: Advisor, Last Mile Optimization Ontario

Job Requisition ID: 49934

Career Group (ADSP): Administration

Division: Qc - Stratégie Num. / Commerce en ligne (80069071)

Department: Marketing and e-Commerce

Work Location: ON - 5559 DUNDAS STREET W

Province: Ontario

The typical salary range for this position is $62 400.00 - $93 600.00 annually. The base salary offered will be determined based on the candidate’s job-related knowledge, skills, education, experience, and internal equity considerations.

This is a posting for a new, permanent full-time position.

Joining our team has its advantages!

- Flexible schedule to promote work/life balance

- Group insurance from the first day

- Very competitive pension plan

- Generous holiday policy

- Personal days

- Employee Assistance Program

- Free parking

- Opportunity for professional development

SUMMARY:

Reporting to the Manager, Last Mile Optimization, the Advisor, Last Mile Optimization contributes to the operational performance, service quality, and continuous improvement of eCommerce delivery activities executed by external delivery partners. The incumbent acts as a hands-on operational expert and analyst, responsible for monitoring daily performance indicators, identifying improvement opportunities, and providing support to stores, delivery partners, and internal teams. Their mission is to optimize last mile execution, reduce operating costs, enhance the customer experience, and ensure compliance with service standards across the eCommerce network.

SPECIFIC RESPONSIBILITiES:

1. Last Mile Operational Performance Monitoring
- Monitor delivery partner performance indicators on a daily basis.
- Identify gaps against performance targets and recommend corrective actions.
- Prepare weekly and monthly operational performance reports.
- Participate in weekly and monthly performance reviews with external delivery partners.
- Monitor the progress and completion of action and performance improvement plans.

2. Capacity and Operations Optimization
- Analyze delivery volumes and available capacity by geographic area.
- Recommend adjustments to delivery windows and operational parameters.
- Support volume balancing across delivery partners when required.
- Participate in the implementation of contingency plans during peak periods or major operational incidents.
- Identify opportunities to improve delivery and dispatch processes.
- Occasionally conduct store visits to ensure process compliance and support the implementation of operational best practices.

3. Store and Delivery Partner Support
- Act as an operational point of contact for delivery-related issues.
- Provide support to stores regarding driver- and delivery partner-related issues.
- Coordinate the timely resolution of operational incidents.
- Collaborate with store teams to improve the delivery experience.
- Ensure consistent application of last mile standards and processes across the network.
- Support 7-day operation by providing weekend coverage on a rotational basis.

4. Delivery Customer Experience Excellence
- Analyze customer complaints and claims related to delivery.
- Identify the root causes of recurring delivery incidents.
- Recommend corrective actions and monitor their implementation.
- Participate in initiatives aimed at improving NPS, CSAT, and eCommerce customer retention.
- Monitor and identify recurring customer pain points related to delivery.

5. Last Mile Financial Optimization
- Analyze delivery costs by partner, market, and delivery method.
- Identify opportunities to reduce costs and improve productivity.
- Prepare analyses and insights to support business decision-making.
- Participate in monitoring delivery operating costs against budget.

QUALIFICATIONS:
- Bachelor's degree in Logistics, Business Administration, Engineering, or a related field.
- 2 to 5 years of experience in eCommerce, logistics, transportation, or operational optimization.
- Knowledge of eCommerce and last mile operations.
- Experience in data analysis and performance management.
- Experience working with delivery partners is considered an asset.
- Strong analytical and problem-solving skills.
- Limited travel will be required across Ontario, including overnight stays.

The responsibilities and relationships assigned to this role may change as is necessary to achieve Metro's business objectives.

Disclosure on Use of Artifical Intelligence in Recruitment: At METRO, we are commited to transparency and fairness in our hiring practices. In compliance with Ontario's Employment Standards Act (Bill 149), we disclose that METRO and certain third-party job boards we use incorporate artificial intelligence (AI) technology to assist in screening, assessing, or selecting applicants for positions. The use of AI helps us efficiently review the large volume of applications we receive, ensuring that every candidate's profile is considered promptly and consistently. This technology supports our goal of providing an equitable and streamlined recruitment experience for all applicants. While AI tools support our recruitment procedures, all decisions throughout the process are made exclusively by METRO's Talent Acquisition team or METRO employees. At no stage does AI determine recruitment outcomes.

METRO is committed to providing an inclusive work environment that reflects the communities we serve. The company values, respects and relies on the diversity of backgrounds, experiences, and points of view because it allows us to innovate, make better decisions and better understand our customers. We will consider qualified applications from all walks of life to build the best team.

We encourage you to let us know if your current condition requires accommodation in the recruitment process so that we can accommodate you.

Please note that we will only contact those whose applications are selected.

We respectfully request that agencies do not contact us or send us unsolicited applications.