On Demand SLA Manager

Job Title: On-Demand SLA Manager

Employee Classification: Full-Time, Salary, Day Shift

Location: Kitchener, Ontario

Start Date: Effective ASAP

We are looking for individuals with a positive attitude, willingness to learn and who enjoy a stimulating and fast-paced environment. We offer training onsite with opportunities for growth in a culturally inclusive atmosphere. Cober is a family-owned business operating for over 110 years and has expanded to 3 locations, with 2 facilities in Ontario and 1 in Alberta. Today, our team includes more than 300 employees across all our locations, working together to deliver exceptional quality, service, and innovative printing solutions to our customers. As one of Canada’s largest commercial printers, we ship more than 2 million orders each year! We are proud of our technical innovations and are constantly investing in our manufacturing capabilities.

Why Choose Cober?

• Eligible for comprehensive Family Health Care after 90 days
• Vision & Dental coverage
• Stable secure employment
• Referral bonus program
• Lunches, contests and fun events hosted by our Culture Club
• Four paid personal days and one paid Appreciation Day annually
• Opportunities to grow and develop your career in a collaborative and inclusive workplace

Job Summary:

This position will report directly to the Vice President of Operations. The On-Demand SLA Manager is responsible for ensuring consistent, on-time, and high-quality execution of partner orders across the On-Demand business. Acting as the operational heartbeat of the team, this role monitors workflows, tracks order health, resolves issues proactively, and serves as the key link between Sales, Production, and Customer Support.

This role is both technical and people-facing—requiring attention to detail, clear communication, and the ability to identify small risks before they escalate. The SLA Manager will contribute directly to overall partner satisfaction and internal operational excellence.

Duties and Responsibilities:

1. Monitor workflow dashboards to identify potential delays or risks in partner order flow.
2. Proactively address production or coordination issues to prevent service disruptions.
3. Act as a liaison between Sales, Production, and Customer Support to maintain alignment across departments.
4. Escalate order roadblocks promptly and guide the appropriate teams to resolution.
5. Provide consistent updates to Partner Success leads and other internal stakeholders on order status, risks, and resolutions.
6. Assist in root-cause analysis and support the implementation of process improvements or system refinements to prevent recurring issues.
7. Ensure that operational activities support a seamless customer journey from order placement to delivery.
8. Comply with all occupational health and safety requirements.

Qualifications and Skills:

1. High school diploma or GED equivalent required.
2. Knowledge of printing, graphic arts, and marketing is considered an asset.
3. Previous experience in customer-facing roles, order management, or distribution preferred.
4. Professional attitude in fast-paced or high-pressure situations.
5. Strong technical/computer skills with the ability to use dashboards, order systems, and communication tools effectively.
6. Excellent verbal and written communication skills.
7. Strong teamwork and cross-functional collaboration ability.
8. Detail-oriented with excellent organizational and problem-solving skills.
9. Ability to multitask and remain calm during high-volume periods.
10. Working knowledge of modern office applications such as Excel and Microsoft Suite.

If this opportunity sounds like a great fit for you please apply today!

Cober Printing Limited is an equal opportunity employer and committed to providing an inclusive and barrier-free work environment, beginning with our hiring process. If, at any time during the evaluation process, you require accommodation, please use the contact information below to make arrangements for specialized accommodation. Any information received regarding accommodation will be kept confidential.

We thank all applicants for their interest in Cober Printing Limited however, only candidates selected for further consideration will be contacted.