Manager, RSSD at Canadian Tire Corporation in Toronto, ON

Manager, RSSD

Location: Toronto, ON

Manager, RSSD

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.

• Drives operational improvement actions

• 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.

• Serve as the operational source of truth for RSSD service delivery metrics.

• 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 and stakeholder confidence.

• Strong financial, vendor management, and experience.

• Excellent executive communication and stakeholder management skills with the ability to influence senior leaders, business partners, dealers, and vendors.

• Experience supporting retail technologies such as POS, self-checkout, store systems, mobility, dealer-facing applications, and emerging digital solutions is considered an asset.

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

Broadband Salary Range: $79,000– $131,000.
Salary decisions are also dependent on other factors such as your experience, industry benchmarks, internal equity and other role-specific requirements. 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.

This posting represents an existing vacancy within our organization.

We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.

About Us

Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies. With more than 90 Owned Brands, over 1,600 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies. We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward. We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees. Join us in helping to make life in Canada better through living and working our Core Values: we are innovators and entrepreneurs at our core, outcomes drive us, inclusion is a must, we are stronger together and we take personal responsibility. It is an especially exciting time to join CTC and its family of companies where career opportunities are wide-ranging! Join us, where there's a place for you here.

Our Commitment to Diversity, Inclusion and Belonging

We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.

Accommodations

We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.