Director Order Operations (Customer Service)

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Position Title: Director Order Operations

Position Type: Regular - Full-Time ​

Position Location: Oakbrook Terrace ; Florenceville-Bristol, New Brunswick, Canada ; 

Grade: Grade 07 

Requisition ID: 29568 

 

 

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COMPANY OVERVIEW:

At McCain Foods, we know the importance that food plays in people's lives - the power it has to uplift and bring people, families, businesses and communities together. Guided by our purpose to bring enjoyment to people's lives through great tasting food, we believe that working together with our teams, business and community partners will bring sustainable growth and positive change - today, tomorrow and for generations to come.

 

As a privately owned family company with over 60 years of experience, a presence in over 160 countries and a global team of 22,000 people, our values and culture are at the heart of everything we do. Our product quality, people and customer dedication help us achieve global sales in excess of CDN $10 billion. Through our investment and innovation, we continue to be a global leader in prepared potato products, including our famous French Fries and appetizers.

SUMMARY:
Reporting to the North American Head of Supply Chain, the Order Operations Director is a new role at McCain with the critical responsibility to ensure customer satisfaction while transforming and elevating our Order Processes, Technology, and Ways of Working across the North American region.

 

The successful candidate will drive continuous improvement by defining process, technical and organizational design framework for best-in-class customer service. As member of the NA Supply Chain Leadership Team, this individual will work directly with our regional Sales, Sales Operations, Customer Facing Supply Chain, E2E Network Operations, Supply Chain Excellence teams along with the Global Order to Cash leadership to implement and influence best practices, bring consistency across our customer channels, and deliver top tier execution.  This role will play a critical role during our S4 Hana upgrade to build a robust roadmap and functionality scope to maximize the value of this solution internally and with the customer.

 

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Leadership: Encourage, elevate, coach and inspire a diverse team of individuals across multiple sub teams and geographies. Creates an environment that promotes open communication, motivates team to achieve organizational goals and maintains a positive environment even when faced with challenges. Develop talent with adequate soft and technical skills to fit the interactions with customers. 
• Strategic Alignment: Work closely with regional leadership to align customer operations strategies with overall business objectives and growth initiatives for the North American region.
• Needs Identification: Proactively identify critical needs of customers and channel partners, collaborating with cross-functional teams to ensure McCain NA’s operational capabilities meet or exceed those requirements. Develop a detailed understanding of customer order fulfillment processes, requirements, capabilities and how they meet customers’ Procure to Pay needs.
• Operational Excellence: Develop and implement strategies to enhance operational efficiency in key areas such as Order Management, Fulfillment, Customer Self Service Tools & Visibility, Operational Alignment & Execution, Allocation & Available to Promise Management, and Cost to Serve.
• Metric Development: Leverage data and consumer insights to establish and monitor key performance indicators (KPIs) to measure operational performance, ensuring that metrics align with customer expectations and industry standards. This includes regular cadence of operational reviews including creating a dual score card to understand both our performance and our customer partner’s performance.
• Supplier of Choice: Position McCain Foods as the preferred supplier by consistently delivering operational excellence, meeting or exceeding customer expectations, and fostering strong relationships with channel partners.
• Continuous Improvement: Drive continuous improvement initiatives that enhance McCain Foods and ensure that we make doing business with McCain easy. Establish order to cash cost breakdown and identify opportunities through Cost to Deliver model in collaboration with the Supply Chain Excellence team. 
• Future Focused:  Partner with the cross-functional teams to develop and implement a strategy for modernizing the Supply Chain Order Management Platform.

 

KEY QUALIFICATION & EXPERIENCES:

• Experience:  10+ years of progressive experience in Supply Chain with Food and/or related CPG industry exposure.  Detailed understanding of order to cash processes. Expe