Job Description
The role
Director, Supply Chain Customer OTD (On-Time Delivery)
Position Purpose
The Director, Supply Chain Customer OTD will be responsible for the communication of back orders, service updates and the day-to-day interaction with the commercial organization. This role will also be crucial in the development and partnership with customer service to develop strategies for customer growth and retention. Review customer feedback and prioritize feature requests. Analyze data and metrics around customer engagement, service levels, and on time delivery to the end customer.
This key position reports to the VP of Supply Chain and will take ownership, execution and implementation of key metric management, customer satisfaction, employee satisfaction, cost efficiency and business processes to deliver best in class customer satisfaction.
This role also encompasses the leadership responsibilities for the Category Management teams, connecting with our Pain Management and Chronic Care global Franchise teams, in the execution of commercialization and supply chain initiatives in support of franchise growth initiatives, planning and inventory optimization programs by partnering with the S&IOP team.
Expectations
Key Operational Expectations:
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Ensures the core program team creates and executes project plans; secures agreement of the deliverables from key governance meetings.
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Escalates issues that cannot be solved by the Core Team.
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Responsible for creating/maintaining resource plans and escalating gaps across all program elements.
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Facilitates core project team meetings, sets agendas and issues minutes that accurately represent the point of view of the team.
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Provides comprehensive planning, priorities and tracking support. Works with team to build, maintain, and monitor integrated project plan while validating feasibility of project schedules and key dependencies across functions.
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Diagnoses potential risks to the project plan and prepares contingency plans. Actively tracks progress to determine whether contingency plans need to be initiated.
Key Supply Chain Category Management Expectations:
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Provide strategic leadership and coordination of activities between the business teams, sector management, staff functional groups and manufacturing teams to ensure financial objectives are achieved.
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Provide direction to staff deputies, which include Manufacturing/Operations, Planning and Supply Chain, to ensure all projects are effectively managed.
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Resolve supply chain issues/challenges to ensure customer service; including ownership of technical solutions, leading capability teams, material management, and quality initiatives.
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Ensure cost reduction projects deliver anticipated results within prescribed timelines. Track, monitor, and support plans to ensure delivery of year-over-year supply chain cost savings objectives.
Accountabilities
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The Director, Supply Chain Customer OTD is accountable to manage stakeholder and project communication (includes updates to leadership, stakeholder alignment on project scope and milestones, and escalation of issues and risks).
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He/she will also manage numerous, multiple workstreams with many dozens of sub-programs. This includes fully scoping, executing, reporting, and score-carding status and final cost savings results, as well as implementation costs to senior leadership.
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Drive project completion through all stages of the project (Initiation, Planning, Executing, Monitoring and Controlling, and Savings Validation), while leading resolution of conflict within the project team, if this arises. Utilize AVANOS’s standard project management tools to drive project execution consistency.
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Build talent and provide career development opportunities for deputies and key plant team members.
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Ensure team and individual actions are consistent with regulatory standards and corporate policies.
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Contribute to an environment in which all team members are respected regardless of their individual differences and are motivated to improve both their individual and team contributions to achieve desired business results.
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The ideal candidate must have excellent interpersonal skills, communication skills, strong judgment, and experience building and managing cross-functional relationships.
Qualifications
Qualifications
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15+ years of experience in Purchasing or Customer Service, Supply Chain, or related field.
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Bachelor's degree in supply chain, Logistics, or business-related degree.
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Must have previous management experience.
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Strong problem-solving skills specifically identifying root cause and understanding the impact to the manufacturing process i.e., vendor short on raw materials impact customers.
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Excellent communication skills both verbal and written.
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Possess a high level of competency in all Microsoft Office applications.
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Good mathematical and analytical skills to problem solve.
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Ability to motivate employees with a positive and professional style.
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Some minimal travel may be required.