At RONA, our employees let their passion blossom every day. Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities we serve.

We operate or service corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to big box stores, our RONA+, RONA and Dick's Lumber banners are well equipped to help meet the needs of all DIYers and contractors.

You've got the talent? We've got the tools! Here, your work and ideas will contribute to building a flourishing organization. Your voice will always be heard and valued. You'll find career opportunities that live up to your ambitions and be able to further develop your unique set of skills.

So, if you're looking to do what you love, we could be a perfect match.

We are seeking a highly motivated and detail-oriented Product Manage to lead the Fulfillment & Operations experience across our home improvement retail platforms. In this role, you will be responsible for shaping and executing a strategic product roadmap that enhances operational efficiency and elevates the fulfillment and post-purchase customer journey. You'll collaborate closely with cross-functional teams; including engineering, operations, logistics, and customer experience to deliver seamless, scalable solutions that ensure a smooth customer experience from browsing, to order placement through to final delivery or pickup.

Your Role

Lead the fulfillment & operations optimization: Own the end-to-end experience of order fulfillment, including managing the Order Management System (OMS), pick and pack applications, and fulfillment; such as store pickup, parcel shipping, and truck delivery and processes. Ensuring all touchpoints are integrated for a smooth and intuitive user experience.

Transactional communications management: Oversee and improve the transactional email flows and notifications (order confirmation, shipping updates, delivery tracking, etc.) to ensure customers are informed, engaged, and satisfied at every step of the post-purchase journey.

Enhance fulfillment options: Partner with logistics and operations teams to optimize delivery methods, focusing on flexibility and convenience for customers, such as streamlining store pickup and delivery by various methods (parcel, truck, same day, etc.).

Collaborate across teams: Work closely with UX/UI designers, engineers, operations, and marketing teams to develop and launch features that improve the post-purchase customer experience & operations, ensuring alignment across all departments for cohesive execution.

Data-driven insights: Continuously analyze fulfillment data, customer feedback, and performance metrics to identify pain points and areas for improvement. Use these insights to drive decisions and prioritize new initiatives that elevate the fulfillment & operations experience.

Monitor and iterate: Track key KPIs related to fulfillment performance, customer satisfaction (CSAT), and NPS, making ongoing adjustments and improvements to enhance the post-purchase journey over time.

The Qualifications we are looking for

3+ years experience of product management, ideally in e-commerce or retail, with a focus on post-purchase, fulfillment, or logistics-related products.

Strong understanding of Order Management Systems (OMS), fulfillment technologies, and logistics operations (including pick and pack and different fulfillment options).

Experience working with transactional email systems, notifications, and customer communication strategies.

Experience working with Scrum or Agile teams, and the ability to write clear user stories, prioritize backlogs, and manage sprints.

Demonstrated ability to make data-informed decisions, using analytics, A/B testing, and customer feedback to drive product direction.

Excellent cross-functional collaboration and communication skills, with the ability to align stakeholders across technical and non-technical teams.

Strong problem-solving and decision-making skills, with an emphasis on optimizing the customer experience.

Familiarity with tools such as Confluence, Jira, Figma, or similar platforms is a plus.

Why You'll Love This Role:

Lead and innovate in a key area of the customer journey that directly impacts satisfaction.

Collaborate with a dynamic, cross-functional team of experts.

Make a real impact on how customers experience fulfillment and delivery, contributing to overall business success.

By joining the RONA family, you'll enjoy many benefits, such as:

A childcare centre that can accommodate up to 78 children
A cafeteria with a delicious menu prepared by a dedicated chef, healthy options, as well as FARO Roasting Houses and Tim Hortons coffee stations
Electric car charging stations
A fitness centre, sports activities, and showers
Exclusive employee discounts, plus a 10% discount on store merchandise (at all RONA locations)
Benefits: retirement savings plan, annual bonuses, student incentive program, etc.
Career growth opportunities within the company
An inclusive and safe working environment
Promotion of work-life balance
An employer that's involved in the community
And much more!

If selected for an interview, please advise our Human Resources team if you require accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.

RONA is committed to encouraging diversity and inclusion. We are pleased to consider applications from all qualified candidates, regardless of race, colour, religion, sexual orientation, gender, nationality, age, disability, or any other protected status.