Retail Operations Specialist Job Toronto area,Ontario Canada,IT/Tech

What you'll do

The Retail Operations Analyst is responsible for supporting the technology platforms, operational processes, and services that enable Canadian Tire Gas+ and rebranded Petro-Canada locations across Canada.

Working independently and collaboratively with retailers, business stakeholders, support teams, and technology partners, this role is responsible for analyzing technical and operational issues, coordinating resolution activities, identifying root causes, and communicating impacts and solutions to a wide range of audiences.

The successful candidate will act as a key liaison between business and technical teams, ensuring issues are clearly understood, actions are coordinated, and information is communicated effectively to support operational excellence and an exceptional customer and retailer experience.

Operational & Technical Support

Provide senior analyst-level support for business-critical retail and operational technologies.

Coordinate the investigation and resolution of technical, operational, and service-related issues impacting customers, retailers, and business operations.

Analyze incidents, trends, recurring issues, and service performance to identify improvement opportunities.

Partner with support teams and business stakeholders to facilitate timely issue resolution and escalation when required.

Assist with root cause analysis and corrective action planning to reduce repeat incidents and improve service stability.

Stakeholder Coordination & Communication

Act as a liaison between business stakeholders and technical support teams.

Translate technical issues, system impacts, and resolutions into clear, business-friendly communication appropriate for diverse audiences.

Coordinate activities across multiple teams to ensure alignment on priorities, timelines, dependencies, and action plans.

Provide regular updates on issue status, risks, impacts, and resolution activities.

Develop and maintain positive working relationships with retailers, internal partners, and external service providers.

Project & Change Support

Support the implementation of technology enhancements, operational initiatives, and system changes.

Assist with business requirements gathering, testing, deployment readiness, and post-implementation support activities.

Identify operational impacts, risks, and dependencies associated with new initiatives and system changes.

Contribute to continuous improvement efforts focused on operational efficiency, service quality, and customer experience.

Documentation & Knowledge Management

Create and maintain operational procedures, knowledge articles, troubleshooting guides, and business communications.

Support the development of reporting, dashboards, metrics, and documentation that assist decision-making and operational oversight.

Promote consistent processes, knowledge sharing, and best practices across support teams.

What you bring

Post-secondary education in Information Technology, Business, Computer Science, or a related discipline, or an equivalent combination of education and experience.

Bilingual (English and French) with excellent verbal and written communication skills.

Experience or working knowledge of:

Bulloch POS environmentsBT
900 back-office systems

Service

Now, MS-365, Power BIIncident, Problem, and Change Management processes

Reporting, analytics, and operational support practices

Retail fuel, convenience, loyalty, payment, or petroleum technologies

Demonstrated ability to explain technical concepts and operational issues clearly to business and non-technical audiences.

Strong analytical and problem-solving skills with the ability to assess issues, identify trends, and recommend solutions.

Experience coordinating incident resolution and working within service management…