E-Commerce & Delivery Operations Specialist - Hybrid Remote

Top 50 Best Workplaces™ 2024

E-Commerce & Delivery Operations Specialist - Hybrid Remote

Reports to: Senior Marketing Manager, Digital Customer Experience (tentative)

Annual Salary: $68,000 to $73,000 based on experience 

Location: Vancouver, BC

COBS Bread is looking for an E-Commerce & Delivery Operations Specialist to help scale our third-party delivery, Click & Collect, and eCommerce programs across Canada and the USA. You'll own platform performance, bakery onboarding, and operational execution across all digital ordering channels. This role sits within the Marketing team and works cross-functionally with IT, Operations, and external partners to drive order accuracy, operational efficiency, and a great digital customer experience.

Note: This role reports into the E-Commerce Marketing Manager, but will tentatively report into the Senior Marketing Manager, Digital Customer Experience while the E-Commerce Marketing Manager is on maternity leave.

What you will be responsible for:

Delivery and Click & Collect Platform Management

• Oversee and optimize menu management, menu merchandising, and pricing across 3rd party delivery and eCommerce channels.
• Lead the onboarding and configuration of new bakeries on delivery and eCommerce platforms.
• Serve as the subject matter expert (SME) for bakery-level delivery operations, troubleshooting complex issues and collaborating with partners and internal teams to resolve them.
• Identify and implement process improvements to drive order accuracy, operational efficiency, and customer satisfaction.

Performance Reporting & Insights

• Own the aggregation, validation, and analysis of third-party delivery and eCommerce data to generate actionable insights.
• Analyze eCommerce, delivery, and SEO performance data to generate actionable insights.
• Translate SEO, eCommerce, and delivery performance data into clear recommendations that guide messaging, merchandising, and conversion-focused copy decisions.

Digital Platform Operations

• Manage updates and enhancements across digital platforms (Shopify, Deliverect, 3rd Party Delivery, Klaviyo, Talon.One), including product listings, seasonal campaigns, and bakery information.
• Drive traffic acquisition and conversion from organic channels (SEO, local SEO, and GEO)
• Ensure content accuracy and alignment with web & local SEO, accessibility, and mobile-first best practices.
• Collaborate with the IT and Marketing teams to support the rollout of new features or integrations that improve the customer journey.
• Monitor SEO performance and key metrics

Franchisee & Customer Support 

• Act as the primary contact for franchisee inquiries related to eCommerce and delivery platforms, providing advanced troubleshooting or escalation as needed.
• Gather and synthesize feedback from bakeries to inform roadmap priorities and user experience improvements.

Cross-Functional Collaboration & Project Coordination

• Partner with Marketing, IT, and Operations to align project timelines, testing schedules, and deployment plans.
• Manage and track digital initiatives through Azure DevOps or similar tools, ensuring transparency and accountability.
• Contribute to the evolution of COBS Bread’s digital roadmap by providing informed recommendations based on performance data and user feedback.

Other tasks and projects as assigned.

What you bring to the table:

• 5+ years of experience in eCommerce, digital product management, delivery operations, or platform administration, ideally within a multi-location retail or food service environment.

• Bachelor’s degree in Business, Marketing, Communications, Computer Science, or equivalent experience.
• Demonstrated success managing third-party delivery platforms (Uber Eats, DoorDash, Skip) and/or eCommerce systems (Shopify, WordPress).
• Proficient in Shopify and WordPress administration; understanding of CMS data hierarchy, tagging, and basic HTML for formatting.
• Developed critical thinking skills and a keen eye for data literacy. 

• Strong analytical mindset with the ability to interpret and translate complex data into actionable insights.

• Highly organized with proven project management skills and the ability to prioritize across multiple workstreams.

• Familiarity with POS and order integration systems is an asset. 

• Competency with Microsoft suite of products. (Excel, Azure Devops, PowerPoint, Word, Outlook) 

• Data literate and a fast learner.

• Comfortable presenting data and insights to both technical and non-technical audiences.
• High degree of autonomy and ability to work independently.
• Exceptional communication and collaboration skills, capable of influencing and supporting cross-functional teams.

• Proven ability to work effectively with cross-functional teams to achieve shared objectives.

What’s in it for you: 

Not only do we have fresh COBS Bread product delivered daily to our Vancouver Support Office, we offer some pretty sweet perks too! 

• Flexible work arrangements with a combination of working in the Vancouver Support Office and remotely 

• Competitive salary, bonus, and vacation plan 

• A great Extended Health & Dental Benefit, Group RRSP Matching, and Health and Lifestyle spending account 

• Paid sick and personal leave days 

• Paid day for community service and volunteer time 

• An open, ‘continuous-learning’ environment where professional development and career progression is encouraged 

• Work within a dynamic, driven, high-achieving, close-knit and fun-loving team 

• High level of autonomy and responsibility 

• Complimentary self-serve kitchen of fresh produce, deli meats and of course, COBS Bread and treats! 

We thank all applicants for their interest in COBS Bread but would like to advise that only applicants shortlisted for interview will be contacted. 

We are an equal opportunity employer and value diversity at our company. 

About COBS Bread 

With over 170 locations, COBS Bread serves fresh and delightful baked goods to communities across Canada. Any unsold items are donated daily to various local charities and food banks. The company's success can be attributed to the quality of our product, the development of our people and our warm and friendly customer service. 

COBS Bread is part of Bakers Delight – Established in 1980 operating as Bakers Delight in Australia and New Zealand, and since 2003 as COBS Bread in Canada and the USA. Together we have grown to more than 700 bakeries across Australia, New Zealand, Canada and the USA. The entire network employs over 15,000 people, serving more than 2.1 million customers each week.

Our Values:

• Bring Passion and Purpose – Being deeply connected to why we do what we do. Contribute to something meaningful to our team, customers, and community.
• Be Open and Honest – Being clear, respectful, and transparent even when its uncomfortable. Creating a safe space for others to speak up, ask questions, and share ideas constructively.
• Make it Better – Not settling for “good enough”: Always looking for ways to improve the way we work, the experience we offer, or how we grow as individuals and teams. Demonstrating a continuous learning mindset.
• Take Ownership – taking responsibility for outcomes, not just assigned tasks. Being clear on what we are accountable for, owning up to results (good or bad), and following through on commitments.

Accessibility

Accommodation is available upon request for applicants and employees with disabilities. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially.