Manager Colleague Solutions, Salesforce & Payments

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country’s largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

Why This Role is Important:

The Customer Support COE has spent the last two years building the groundwork to allow for us to take advantage of technology synergies all while providing improved Agent experiences which ultimately lead to better Customer experiences. With a focus on Financial Services, we are looking for a colleague who understands the importance of usable Agent tools and how these not only make our Customer Support teams better but enable us to deliver excellent Customer experiences when they need help.

In this role you will bring your problem-solving skills to the forefront leading and improving Agent systems including Salesforce. You will understand the nuances and regulatory nature of the Banking and Credit Card industries and will be able to work on both small and large enhancements and projects. You will understand how our systems will be impacted by change and can articulate requirements and best practices keeping in mind both the Agent and the Customer. Your day-to-day will include management of your team and ensuring defects and Customer support issues are prioritized and resolved. Teamwork across multiple teams will be important as will your passion for ongoing learning opportunities and translation of that knowledge into outcomes.

What You’ll Do:

• Reporting to the Senior Manager, Colleague Solutions, this role serves as the domain expert for Salesforce and other agent tools, providing analysis of existing functionality and providing insights to best processes.
• Serve as a liaison between the technical staff, vendors and the project sponsors.
• Supervises, plans and evaluates the work of professional, technical and other support staff.
• Supervises the progress and status of all Salesforce and other agent tool projects using tools such as JIRA, Confluence, etc.
• Provide end user support as needed.
• Handle system changes without interruption to agent productivity.
• Capture requirements from the functional leaders and business units.
• Lead the change control process.
• Handle new releases and efficiently roll out new features.
• Provide support for defects as the need arises.
• Provide support functions and assists the Training department as needed.

What You’ll Need:

• Hands on project management experience in leading and delivering end to end solutions which could include strategy, design, development, testing and training.
• Experience working with JIRA and agile methodologies.
• Detail oriented with strong analytical abilities and problem solving skills.
• Excellent interpersonal, verbal, presentation/facilitation and written communication skills.
• Able to work well with people including project partners and project team members.
• Ability to work both independently and within a team environment.
• Experience working with CRM (Salesforce) platform
• Experience with analytical tools such as Tableau or CRM analytics is an asset.

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.