Omnichannel Operations Specialist - E-Commerce

Established in 1973, Roots is a proudly Canadian lifestyle brand that celebrates authenticity, quality, and community. Inspired by the great outdoors, we create timeless, sustainable apparel and leather goods designed for comfort and everyday adventure. At Roots, we believe in fostering a culture of inclusivity, creativity, and teamwork – where every team member plays a role in shaping our brand’s legacy.

If you bring passion to everything you do, lead with integrity, and believe in the power of collaboration to drive growth, we’d love to have you on our journey!

Nature & Scope

Your Role at Roots

As the Operations Specialist, Omnichannel you are responsible for supporting the execution of our customer experience strategy that is based on the culture of the Roots brand. Your goal is to ensure our customers receive a convenient, consistent and brand right experience while interacting with Roots through the channels of their choice. You will support this objective by tracking and reporting on our KPIs and working closely with cross functional partners to continually improve these metrics through enhanced training, technology and processes.

The core goal of the Operations Specialist is to support the execution and continuous improvement of omnichannel operations, including digital order fulfillment, payments, gift cards, store support, customer reviews, and special projects. The role will analyze operational data, identify trends, and provide recommendations that support customer experience and operational efficiency.

Key Responsibilities How You’ll Make An Impact E-commerce Operations & Process Optimization

• Facilitate the implementation and testing of new features and capabilities designed to enhance customer experience and operational efficiency.
• Investigate and support resolution of internal and external customer issues, escalating complex matters as required.
• Support day-to-day e-commerce operations, including reporting, dashboards, store opening/closing updates, and follow-ups.
• Continuously update training materials and optimize processes to improve customer satisfaction, reduce call volume, and lower resolution costs.
• Identify and resolve areas of customer friction on the website and in-store processes to enhance overall experience.
• Oversee app updates for the New Store application, ensuring timely releases and support for IT and store teams.
• Coordinate gift card operations by monitoring trends, identifying opportunities for improvement, and assisting with implementation of approved solutions.
• Administer payment operations by monitoring service levels, tracking performance metrics, and coordinating with internal stakeholders and external vendors.
• Support IT development projects by coordinating documentation, recording meeting minutes, and conducting follow-ups as needed.
• Monitor order management flows (ship to customer, ship from store, BOPIS, Endless Aisle) and investigate operational issues, partnering with relevant teams to support resolution.
• Coordinate omnichannel order management operations with third-party logistics (3PL) partners, ensuring efficient fulfillment, operational excellence, and continuous process improvement.

Omnichannel Strategy & Data Analysis

• Partner with merchandising, retail, and customer service teams to align online and offline strategies, ensuring a seamless customer journey.
• Work with the Customer Service team to execute Friends & Family promotions, document event performance, and present key results.
• Analyze US & International e-commerce sales, conversion rates, and customer shopping trends to provide recommendations to support business objectives.
• Prepare trend reports and share insights with business stakeholders to support decision-making.

Customer Experience…