Lead - Product Operations and Analytics

Responsibilities

Leadership and Team Management

• Guide, mentor, and develop a team of Business Analysts, fostering a collaborative and high-performing work environment.
• Set performance goals, provide feedback, and ensure alignment between team efforts and organizational objectives.
• Promote a culture of innovation and continuous improvement within the team.
• Lead the team to the delivery of successful products.

Operational Product Impact Analysis

• Define how new services and products will impact Intelcom | Dragonfly’s logistics operations, including warehouse, transportation, delivery and pick-up processes, counter operations and loadout processes.
• Collaborate with operations teams to identify potential challenges and recommend solutions to ensure seamless service execution.
• Evaluate and document the changes required in processes, systems, and workflows to meet operational demands prior to the introduction of new Product offerings.
• Oversee the creation of detailed Business Requirement Documents (BRDs), process flows, risk assessments and assumptions identification in order to guide system development and enhancements.
• Define requirements for creating strategic and accurate analytics reports and dashboards and ensure that the business understands the meaning of the different metrics used to measure operational performance.

Business Intelligence & Insights

• Help define requirements for the creation of BI tools to analyze logistics operational data, generate insights, and provide actionable recommendations to improve performance.
• Meet with different consumers of operational data to ensure their definitions of logistics data is accurately measured and reflected in BI tools.
• Define and track key performance indicators (KPIs) to measure the effectiveness of operational processes and customer service.
• Support the creation of dashboards and reports to visualize trends and operational efficiency.
• Support the development and tracking of the key performance indicators (KPIs) to assess the performance of the Operations Business Analysis team.

Stakeholder Collaboration

• Serve as the primary liaison between business, operational, and technical teams to ensure alignment on project goals and deliverables.
• Provide regular updates to the team Manager and Director and to different stakeholders on project progress, challenges, and solutions.
• Ensure all operational and technology changes are communicated effectively and supported by relevant teams.

Qualifications

• Bachelor’s or Master’s degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• 5+ years of experience as a Business Analyst in logistics, transportation, or warehouse management.
• Proven leadership experience, with the ability to guide and inspire teams.
• Strong understanding of logistics operations, including warehouse management, transportation, and customer service processes.
• Experience defining business requirements and working closely with development teams to implement solutions.
• Proficiency in Business Intelligence tools (e.g., Tableau, Power BI) and familiarity with data analysis techniques.
• Excellent verbal and written communication skills, with the ability to convey complex ideas to diverse audiences.

Preferred Skills

• Hands-on experience with Transportation Management Systems (TMS), Warehouse Management Systems (WMS), logistics applications and BI tools in a logistics or transportation environment.
• Track record of delivering innovative and effective solutions to operational challenges.
• Track record of working on greenfield applications as well as improving applications built in-house.
• Knowledge of agile methodologies and experience managing projects in an agile environment.
• Exceptional communication skills with a strong command of writing, ensuring clarity and precision in all documentation.
• Proficiency in English and French (native or near-native) required for effective communication across diverse teams nationally and internationally.

Intelcom is a leading last-mile carrier in the e-commerce sector. Our teams across Canada as well as our network of independent contractors contribute to Intelcom’s daily operations. Our goal is simple: in a constantly evolving business sector, we don't just follow, we get ahead. In addition to standing out through innovative services and delivery methods, Intelcom is also undergoing a technological transformation where the integration of customer experience and logistics technologies are at the heart of its evolution. At Intelcom, we know experience comes in many forms and are committed to building a culture where difference is valued. We are always looking for talented and diverse individuals to join our teams. With over 60 delivery centers across Canada, we may have the right opportunity for you.