Operation Management Officer
Phoenix Contact Canada
Our headquarters are in Blomberg. With over 50 subsidiaries worldwide, we truly have Global reach. Together with customers and partners, we design solutions for the future using trend-setting connection and automation technology. Wherever they are needed - for example, in transportation infrastructure, electromobility, for clean water, regenerative energies and intelligent supply networks, or energy-efficient machine building and systems manufacturing. With more than 100 years of experience in the field of machine building and automation, we are working on tomorrow's intelligent production today.
The Director, Operations is responsible for leading the design and execution of the commercial strategy - ensuring that systems, tools, and processes empower customer-facing teams to deliver a seamless, high-impact customer experience. This role is forward-thinking and execution-driven, balancing delivery needs and transformation goals.
As part of the Leadership Team, this role reports to the General Manager and is supported by regional teams and strong partnerships with all Business Unit heads and functional leaders, shaping the commercial roadmap while ensuring fast, pragmatic execution across customer touchpoints and supply chain requirements.
Manage the planning and execution of supply chain strategies.
Own the strategic design and operation of supply chain processes, ensuring efficient flow, forecasting, demand and inventory management.
Optimize delivery, manage costs, and drive continuous improvement.
Customer Experience
Own the design and continuous improvement of the end-to-end customer journey, ensuring every touchpoint delivers a consistent and differentiated experience.
Collaborate with the commercial and support teams to map customer pain points and drive improvements that enhance satisfaction and loyalty.
Champion customer-centricity across the organization by embedding customer insights into business planning and performance reviews.
Implement metrics and feedback tools to measure experience quality and commercial impact.
Advocate the optimization and integration of commercial systems (ERP, WMS, CRM, BI platforms) to enhance visibility, agility, and decision-making.
Ensure systems and data platforms are intuitive, actionable, and aligned with business needs.
Establish performance criteria to monitor commercial effectiveness and customer engagement.
Identify opportunities to automate, streamline, and digitize commercial operations.
Introduce innovative tools and practices to enhance productivity and data-driven decision-making.
Serve as a change agent, fostering a culture of continuous improvement and experimentation.
Business Planning & Execution
Lead key strategic projects as part of the annual business planning
Provide commercial insights, scenario analyses, and forward-looking recommendations to the GM and leadership team.
Lead / coach / collaborate with high-performing teams (forecasting, demand management, warehouse, customer service,), balancing strategic vision with hands-on delivery.
Work cross-functionally to ensure alignment and effective execution of commercial priorities.
10+ years of experience in commercial operations within a global / matrix managed environment
- Strong understanding of ERP and CRM systems (e.g. SAP, Salesforce), data analytics, and customer experience design
- Proven ability to translate strategy into execution and drive measurable business impact.
- Customer-obsessed mindset with a passion for innovation and simplification.
- Proactivity and ability to handle multiple responsibilities, priorities, tasks, and projects simultaneously.
- Degree in Business, Supply Chain or related field.
Must have Canadian Citizenship or valid Permanent Residency of Canada
Attendance in accordance with company policies and participation in local, regional, and (inter)national meetings
Must be able to travel overnight as required
Must have a passport to be able to travel for work purposes
Phoenix Contact Ltd welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
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