Gateway Ticketing jobs

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
The Omni-Channel Operations Analyst plays a critical role in ensuring a seamless, efficient, and high-quality customer experience across all digital and retail touchpoints. This position supports day-to-day operational execution, business reporting, troubleshooting, and system management for omni-channel initiatives. The ideal candidate is detail-oriented, analytical, and highly collaborative, with strong problem-solving skills and an ability to navigate fast-paced retail environments, especially during peak retail periods.

Key Responsibilities → How You’ll Make an Impact
Reporting & Business Insights

• Generate and distribute daily, weekly, and monthly business reports, including daily sales, weekly store incentives, fulfillment SLAs as well as ad-hoc business reporting
• Provide actionable insights and identify trends that support sales, fulfillment, and operational improvements.
• Support forecasting and capacity planning for peak business periods including creating forecasts for web shipped sales and carrier forecasts.

Order Management & Fulfillment Support

• Manage order flow and troubleshoot order-related issues, including cancellations, re-routing, and on-hold orders.
• Manage end-to-end Ticketing through TopDesk, including triage, escalation, and closure.
• Assist with NS (OMS) promotion setups for endless aisle, configuration, and testing before launch as well as any ticketing and escalations.
• Monitor and troubleshoot app errors, outages, and performance issues and support store teams with any outages and connectivity loss through TopDesk.
• Manage relationships and communication with carrier representatives and set up new carrier accounts and maintain carrier-related configurations.

Payments & Fraud Prevention

• Own the end-to-end process for gift card management, including issuance, redemption, troubleshooting, and reporting.
• Manage the full lifecycle of chargebacks, including investigation, documentation, and timely resolution.
• Act as primary administrator for Cybersource and Riskified platforms—monitoring fraud alerts, performing manual reviews, and analyzing risk trends.
• Own the integration and daily oversight of payment platforms & e-wallets such as Adyen, Shop Pay, and PayPal; ensure transactions are processed efficiently and accurately.
• Generate and analyze regular payments reports to identify trends, anomalies, and opportunities for process improvements including orders failing due to incorrect payment methods or restricted payment type.
• Provide detailed e-wallet transaction reporting (ShopPay, PayPal & Gpay) and support reconciliation with finance teams.
• Collaborate with external vendors (Adyen, Cybersource, Riskified) to optimize fraud prevention strategies and minimize false positives

Qualifications & Experience → The Skills You Bring

• 3–4+ years of experience in omni-channel retail, e-commerce operations, or retail systems support (or related field).
• Strong analytical skills with proficiency in Excel/Sheets and experience producing business reports.
• Familiarity with order management systems (OMS) and fulfillment processes; experience with NewStore a strong plus.
• Comfortable learning new technologies and troubleshooting hardware/software issues.
• Excellent communication skills and ability to collaborate across teams.
• Highly organized, with strong attention to detail and ability to prioritize multiple ongoing tasks.
• Ability to stay calm under pressure and deliver results during peak retail periods.
• Experience with ticketing tools like TopDesk or Jira preferred.
• Exposure to carrier systems, logistics operations, or 3PL environments an asset.
• Ability to interpret data trends and provide recommendations
• Experience with payment gateways and payment providers including processing chargebacks preferred.

At Roots we appreciate that skills and expertise are cultivated through a range of experiences. We are committed to reflecting Canada's diverse landscape in our products, team, and workplace culture. We value your unique perspective and encourage you to apply, even if you don't meet every listed requirement. Accommodations are available for applicants throughout the recruitment process.
Please note: Roots uses technology-assisted tools, including artificial intelligence (AI), to support parts of the recruitment process. These tools may be used to help review applications, assess qualifications, and support interview documentation. All hiring decisions are reviewed and made by our Talent team and key leaders involved in the recruitment process.
The posted salary range is intended to reflect the competitive market value of this role and is provided to support transparency in our hiring process. Final compensation will be determined based on a variety of factors, including but not limited to internal equity, relevant skills, demonstrated knowledge, experience, and overall fit for the position.