Senior Director of Operations, North America

Client: W&H Impex

Position: Senior Director, Operations, North America

Reports to: General Manager North America

Location: Windsor, ON

About the Client

Headquartered in Bürmoos, Austria, the international W&H Group is a global leader in the development and manufacturing of medical technology products. For more than a century they have been combining tradition with innovation for applications in the dental, medical and veterinary fields. Driven by their credo “People have Priority“, the organization strives to ensure the best experience possible for medical professionals and their patients alike by providing cutting-edge medical technology. Passion and innovation are the motor of the company. High-quality product and service solutions, with a strong focus on research and development, as well as social responsibility make W&H Group a locally and globally successful family business.

More than 1,300 employees contribute to the production of hardware and software products helping to ensure safe and gentle patient care globally, and are the driving force behind their success. The precision instruments and high-end solutions are developed and produced at sites in Austria, Italy and Sweden. With worldwide subsidiaries and a comprehensive network of distribution partners,

W&H is represented in 130 countries and in North America operates as W&H Impex Inc. (W&H Impex). W&H Impex based in Windsor, is the distributor for its high-quality products, state-of-the art service & repair, and in-house training facility for its North American operations.

About the Role

It is against this backdrop that W&H Impex is seeking a dynamic Senior Director, Operations, North America for its continued growth and expansion in the North American market.

With accountability for all operational aspects of the W&H Impex business in Canada and the US, the Senior Director, Operations will integrate into the culture of W&H Group’s global management team to define and implement an operational strategy for continued growth of the business. This leader will be responsible for Site Operations, Logistics, Inventory Management, Technical Service, Customer Service, HR, Regulatory Compliance, Quality Management, and Administration. This role is critical to both immediate operational excellence and the long-term evolution of W&H Impex’s North American footprint.

Responsibilities

This is a hands-on leadership role, responsible for a team of 35–40 employees, and for ensuring site operations not only keep pace with but drive the organization’s ambitious growth targets. The successful candidate will have a track record of leading business operations and service organizations in a medical equipment company or other highly regulated setting. The leader will possess superior leadership and communication skills, which will be required to drive organizational change and successfully transform the business to ensure comprehensive support for its customers and enable partners to stay current with the latest W&H products and technological advancements.

Success in the first year:

• Assess and optimize site operations, including product flow, inventory, shipping, logistics, and supply chain
• Implement best practices and process improvements at the site to support business growth
• Lead, motivate, and develop a high-performing on-site team
• Oversee cross-border logistics and ensure compliance with Canadian and US regulations
• Drive growth initiatives in the Canadian market and support expansion into the US
• Collaborate with the North American leadership group on cross-functional objectives
• Foster a positive, people-first culture aligned with Impex’s family-owned values

Key Deliverables

• Working closely with the W&H Global Executive Leadership Team to develop, drive, and track business objectives
• Management and oversight of all operational and administrative affairs for W&H Impex in Canada
• Management and oversight of all service operations including technical service, first level and second level support, and customer service
• Oversight of all logistics and product flow for North America including warehousing, order fulfilment, and order to cash process
• Oversight of regulatory compliance and quality management including communications and interactions with the FDA and Health Canada
• Management of external partners and vendors
• Continued development of W&H company in Canada to ensure the correct product and service offerings to customers and distribution partners across North America
• Representing W&H Group culture in Canada and ensuring the development of a high-performing team who puts people, patients, and customers first
• Partnering with finance on a monthly basis to review the inventory spend controls and the overall P&L

Required Experience and Capabilities

• 10+ years of experience leading site operations, and/or service organizations in a medical technology company or another highly regulated setting
• 7-10 years of experience managing quality and compliance with experience interacting with FDA and/or Health Canada
• Experience in sales distribution organizations/subsidiaries which are connected to manufacturing & development companies
• Experience managing logistics in Canada and the US
• Strong global experience; including working in a European headquartered company
• Experience leading onsite teams to successful outcomes
• Experience with family businesses is desirable
• Entrepreneurial mindset

Pay range and compensation package

Compensation details will be discussed during the interview process.

Equal Opportunity Statement

W&H Impex is committed to diversity and inclusivity in the workplace. We encourage applications from all qualified individuals and are dedicated to creating a welcoming environment for all employees.

This is a job posting for an existing role/vacancy. LHH Knightsbridge does not use artificial intelligence (AI) to screen, assess, or select applicants for a position.