Operations Director

Descripción General del Puesto Brother Mexico is seeking an Operations Director to lead and transform the company’s Supply Chain, Customer Service, and Information Technology functions. This senior leadership role will be responsible for strengthening operational performance, service excellence, supply chain effectiveness, and technology-enabled transformation across the Mexico business. The Operations Director will lead the evolution of end-to-end planning, inventory optimization, customer experience, digital capabilities, and operational processes, ensuring the organization is positioned to support sustainable and profitable growth. As a key member of the leadership team, this role will partner closely with Sales, Marketing, Finance, HR, regional teams, and global stakeholders to translate business priorities into scalable operational strategies and capabilities. This role requires full business fluency in both English and Spanish. Please share your resume/CV/profile in ENGLISH. The interview experience may feature participants engaging with you in each language. Funciones y Responsabilidades Operational Strategy & Organizational Leadership Define and lead the operations strategy for Mexico, ensuring strong alignment with business priorities and corporate objectives. Lead the Supply Chain, Customer Service, and IT organizations, creating clear accountability, priorities, and performance expectations. Establish and evolve operational KPIs, governance, processes, and management routines to improve business performance. Build organizational capability through talent development, coaching, succession planning, and effective workforce leadership. Drive a culture of continuous improvement, collaboration, accountability, and operational excellence. Act as a strategic business partner to senior leadership, providing insights and recommendations on operational risks, opportunities, and investment priorities. Supply Chain & S&OP Lead the end-to-end Supply Chain agenda, including Demand Planning, Supply Planning, Procurement, S&OP, inventory management, and supply allocation. Own and continuously strengthen the monthly Sales & Operations Planning (S&OP) process in partnership with Sales, Marketing, Finance, and other key stakeholders. Ensure demand and supply plans support commercial priorities while maintaining appropriate inventory and service levels. Improve forecast accuracy, inventory productivity, product availability, and working capital performance. Identify and implement opportunities to improve supply chain agility, cost efficiency, and operational resilience. Strengthen planning processes, systems, and decision-making capabilities across the organization. Customer Service & Customer Experience Define and lead the strategy for Customer Service and Customer Experience, including Warranty, Technical Assistance, and Brand Protection. Establish service models and standards that strengthen customer satisfaction, loyalty, and operational efficiency. Continuously improve the customer journey through process redesign, technology, data, and cross-functional collaboration. Monitor customer service and experience KPIs and translate insights into actionable improvement plans. Lead the effective management of service partners, resources, budgets, and operational capabilities. Partner with Sales, Marketing, and other teams to deliver a consistent and integrated customer experience. Information Technology & Digital Transformation Define and execute the Mexico IT and technology strategy in alignment with business and operational priorities. Lead technology-enabled transformation initiatives that improve productivity, visibility, scalability, and decision-making. Ensure infrastructure, enterprise systems, and technology services effectively support business continuity and growth. Strengthen IT governance, cybersecurity, technology risk management, and process controls. Oversee technology investments, vendors, contracts, and budgets with a