Governance and Compliance Manager, Product Incident Management

What you’ll do

The Compliance Analyst, Product Incident Management (PIM) supports the end-to-end management of customer-reported product events and potential product safety, quality, regulatory, and insurance-related incidents. The role facilitates the intake, triage, investigation coordination, documentation, escalation, communication, and closure of events in accordance with established Product Stewardship and PIM processes. The analyst works cross-functionally with Product Quality Assurance, Insurance/Risk Management, Merchandising, Supply Chain, Customer Relations, Store Operations, Dealer Communications, Corporate Communications, and other stakeholders to ensure potential product risks are assessed, escalated, documented, and communicated in a timely and consistent manner.

PIM intake, triage, and documentation

• Facilitate the PIM process from customer event intake through final closure, including logging, classification, assignment, documentation, follow-up, and closure activities.

• Assess incoming events using risk-based judgment and ensure potential safety, regulatory, quality, brand, and insurance implications are escalated appropriately.

• Maintain complete, accurate, and timely Event Report Form (ERF) records in SharePoint, including case file numbers, event details, product information, sample details, vendor responses, test reports, photos, historical case references, conclusions, and closure rationale.

• Protect sensitive customer, regulator, vendor, and internal investigation information by applying appropriate confidentiality, privacy, and information-handling discipline.

Product Compliance Committee (PCC) coordination

• Coordinate PCC readiness by maintaining schedules, developing agendas, preparing case materials, tracking open case age, and ensuring cases approaching or exceeding turnaround expectations are prepared for review.

• Support the prioritization of high-severity events, including events involving serious injury, potential injury, property damage, regulatory involvement, or heightened business risk.

• Document PCC outcomes, action items, decisions, escalations, and follow-up requirements with clear ownership and due dates.

• Monitor adherence to PIM timelines and escalate overdue, incomplete, or high-risk cases as required.

Stop sales, recalls, and corrective actions

• Facilitate the execution of stop sales, stop sale updates, resume-sale communications, store withdrawals, regulatory recalls, safety recalls, and other corrective actions as directed through established governance and approval processes.

• Coordinate the preparation, review, approval, publication, and tracking of store-facing communications and recall packages, including ensuring communications are clear, complete, and fit for store execution.

• Support self-service store communications publication activities by applying applicable style guides, metadata requirements, distribution lists, critical message standards, attachment practices, and reference-number tracking.

• Coordinate with Supply Chain, stores, return centres, waste processors, vendors, and Finance/FP&A where corrective actions require product return, quarantine, destruction, claims, credits, or other operational execution.

Reporting, analytics, and data stewardship

• Produce and maintain regular and ad hoc reporting on PIM activity, including open cases, days open, PCC readiness, case status, samples received, insurance claims, stop sales, recalls, and closure progress.

• Use SharePoint and Microsoft 365, and other approved analytical tools to identify trends, stale cases, data gaps, repeat issues, missing documentation, and process bottlenecks.

Stakeholder coordination and communications

• Coordinate activities across Product Stewardship, Product Quality Assurance, Insurance/Risk Management, Merchandising, Supply Chain, Customer Relations, Dealer Communications, Corporate Communications, store support teams, legal support, vendors, and regulators as required.

• Draft, edit, summarize, and coordinate internal and external communications related to PIM cases, investigations, stop sales, recalls, and regulatory follow-up.

• Follow up with vendors and internal stakeholders to obtain required evidence, including vendor responses, test reports, certification documents, product details, distribution information, sample status, and corrective action inputs.

• Use approved AI tools responsibly to improve productivity in drafting, summarizing, organizing, and analyzing information while applying human review, confidentiality safeguards, and sound compliance judgment.

Process improvement and knowledge management

• Identify process gaps, recurring data-quality issues, tool limitations, stakeholder pain points, and opportunities to improve PIM execution.

• Maintain and improve process documentation, templates, checklists, tracker logic, and onboarding materials used by Product Stewardship and business partners.

• Support change management when PIM processes, SharePoint forms, CT Hub publication steps, workflows, or stakeholder accountabilities are updated.

What you bring

• 2+ years of experience in a consumer product retail, product quality, product safety, regulatory compliance, incident management, operations, supply chain, or related environment.

• Post-secondary education in Business, Science, Engineering, Law, Regulatory Affairs, Risk Management, Operations, or a related field; equivalent practical experience may be considered.

• Strong organizational and time-management skills, with the ability to manage multiple active events, competing deadlines, and changing priorities without losing control of details.

• Demonstrated ability to exercise sound judgment, especially when information is incomplete, time-sensitive, or risk-relevant.

• Advanced working proficiency with Microsoft 365 tools, including Excel, SharePoint, Word, Outlook, and Teams; familiarity with Power Automate, Power BI, Access, or other workflow/reporting tools is an asset.

• Comfort using approved AI-enabled productivity tools to support drafting, summarization, research organization, trend identification, and workflow efficiency, with appropriate human validation and confidentiality safeguards.

• Strong attention to detail and data-quality mindset; able to identify missing, inconsistent, or unreliable information and follow up to close gaps.

• Experience supporting product safety investigations, consumer product recalls, stop sales, quality investigations, insurance claims, or regulatory incident reporting.

• Working knowledge of Health Canada / CCPSA mandatory reporting concepts, product recall execution, store communications, or vendor corrective action processes.

• Experience with SharePoint site administration, form/workflow enhancement, reporting automation, or dashboard development.

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We’re always looking for great talent! In addition to competitive pay, we offer:

• Comprehensive benefits and retirement programs

• Performance incentives, Continuing Education Programs

• Other perks to support your well-being

• Career growth opportunities and product discounts

Broadband Salary Range: $53,000 – $88,000 CAD.
Our typical hiring range is between $53,000 and $60,000 CAD. Salary decisions are also dependent on other factors such as your experience, industry benchmarks, internal equity and other role-specific requirements. For critical roles, the compensation offering will be reviewed to ensure alignment with market rate and conditions and the unique value you bring to the role.

This posting represents an existing vacancy within our organization.

We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.

About Us

Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies. With more than 90 Owned Brands, over 1,600 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies. We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward. We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees. Join us in helping to make life in Canada better through living and working our Core Values: we are innovators and entrepreneurs at our core, outcomes drive us, inclusion is a must, we are stronger together and we take personal responsibility. It is an especially exciting time to join CTC and its family of companies where career opportunities are wide-ranging! Join us, where there's a place for you here.

Our Commitment to Diversity, Inclusion and Belonging 

We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.

Accommodations  

We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.