Reporting to the Head of Operations, the Operations Manager will be responsible for oversight and partnership with distributors and other key partners, as well as ensuring systems and supply chain continuity for Canadian customers. The candidate in this role will establish and maintain clear service levels and expectations in order to deliver consistently high-quality service, produced in sustainable manner. She/He will also be responsible for maintaining reporting and metrics on the operational health of the business, seeking opportunities for continuous improvement and programs of value.
Ad hoc, weekly, quarterly meetings with distributors and other key partners to review service level metrics, inventory, ongoing projects and overall performance
Partnering with the Finance and Demand Planning groups to forecast and maintain adequate supply for Canadian customers
Collaborate with internal stakeholders and product support team to maintain effective training and operating procedures to meet service level expectations
Manage daily escalations from customers, third party partners and internal stakeholders to deliver value-based solutions
Lead continuous improvement projects aimed at improving the customer experience and reduce time to start on product
Partner with IT to identify and deliver enhancements to the salesforce.com environment and reporting to deliver insights to the business
Support finance in month end and other key reporting and reconciliations
Manage relationship and logistics with data management provider to ensure customers have access to effective solutions
Partner with marketing and sales teams to support implementation of promotional programs
Support the launch of new products and services
Other duties as assigned
Education and Experience
Bachelor’s Degree in Operations, Supply Chain Management or Procurement, or experience in related field preferred. A combination of education, training and experience that results in demonstrated competency to perform the work may be substituted.
5+ years of management experience, preferably in a related industry.
Knowledge of the Canadian reimbursement environment for medical devices or healthcare, including private insurance and government payers
The ability to analyze data using various operating systems and programs, and to develop intra-department teams to establish goals and take corrective actions to improve performance.
The ability to work closely in a team based environment with all levels of employees
Strong verbal and written communication skills, Independent self-starter with highly developed analytical/ problem solving skills
Strong operational management and business acumen