The Director, Business Operations Management, serves in a leadership role and is responsible for leading and directing global business operations teams supporting serialization compliance, freight payment, operational efficiency, and associated work streams. Drive strategic and operational support for Global Supply Chain in developing, aligning, resourcing, and executing functional, operational, and financial priorities ensuring alignment with overarching Supply Chain Operations and key stakeholder projects and strategies. Provide Business Operations reporting, SLA analytics, audit readiness, and continuous improvement initiatives, working closely with internal partners including Finance, Legal, IT, GTC, Procurement, and external transportation service providers.
Responsibilities
- Provide strategic leadership for end-to-end business operations supporting serialization and supplier compliance, freight payment, and efficiency initiatives – including planning, development, strategic oversight, training, ongoing enhancements, reporting, and relationship with stakeholders. Identifies and defines risks and develops mitigation plans to ensure audit readiness and regulatory alignment.
- Lead a portfolio of cross-functional initiatives that advance enterprise priorities, improve process standardization, and strengthen operational performance. Influence leadership and senior stakeholders to deliver sustainable solutions that improve process efficiency, enhance transparency, and address recurring business challenges.
- Business process owner for the freight payment and serialization (e.g., DSCSA) operations processes including the creation of standardized workflows, escalation protocols, and system integration roadmaps. Identifies gaps and leads change management efforts to current process with a focus on continuous improvement and data quality.
- Drive change and governance activities that build leadership alignment, secure stakeholder sponsorship, and ensure disciplined execution of strategic initiatives. Monitor progress through performance metrics, governance forums, and executive reporting.
- Establish procedures and work instructions to support compliance tracking, transactional accuracy, operational effectiveness, and related work streams/processes. Develops and delivers audit and inspection readiness while driving root cause investigations and corrective actions relevant to Business Owners, Vendors, and other appropriate parties.
- Provide oversight and guidance to staff responsible for transactional operations, including SLA monitoring, exception handling, and resolution of process variances. Gathers SLA metrics and provides analysis and data-driven recommendations to operational leadership.
- Manage relationships and expectations with internal teams (e.g., Legal, Finance, IT, Supply Chain) and third-party partners (e.g., serialization vendors, freight carriers, consulting partners) to ensure alignment on service delivery and compliance.
- Utilize multiple systems and software tools, including serialization systems, freight audit tools, Salesforce, and SharePoint, to capture, analyze, manage, and report key operational data and provide real-time insights that support decision-making.
- Oversee onboarding, training, and capability-building programs to ensure business operations team is prepared to execute at scale, support continuity, and maintain role clarity across workstreams.