PRIMARY PURPOSE:

The Director, Supply Chain Planning & Customer Operations is responsible for leading the end-to-end planning system for Formulated Solutions, including demand planning, supply planning, customer service, and the SIOP process. This role ensures alignment between commercial demand and operational execution by translating business priorities into an executable production and inventory plan.

This position is a key member of the site leadership team and partners closely with Operations, Procurement, and Logistics to deliver strong customer service, optimize working capital, and enable scalable growth.

MAJOR DUTIES AND RESPONSIBILITIES:

1. Demand & Supply Planning

• Own demand planning and forecasting processes, including accuracy and bias management
• Lead supply planning and master production scheduling (MPS)
• Balance service, inventory, and capacity constraints to create an executable plan

2. SIOP Leadership

• Lead the site & enterprise SIOP processes end-to-end
• Align Commercial, Operations, and Finance on a single operating plan
• Present risks, gaps, and trade-offs with clear recommendations

3. Customer Operations

• Lead customer service and order management functions
• Ensure alignment between customer commitments and operational capability
• Drive improvements in service metrics (e.g., OTIF, responsiveness)

4. Cross-Functional Integration

• Partner with Operations (Production & Warehouse) to ensure plan feasibility and execution alignment
• Collaborate with Procurement and suppliers to ensure material availability
• Coordinate with Logistics to support on-time delivery and customer requirements

5. Performance & Systems

• Establish and manage KPIs:
  • Forecast accuracy
  • Schedule adherence
  • OTIF
  • Inventory turns
• Drive continuous improvement in planning processes and ERP/MRP utilization (NetSuite preferred)

6. Leadership & Team Development

• Build and lead a high-performing planning and customer operations team
• Foster a culture of accountability, collaboration, and data-driven decision-making

Scope Clarification

This role owns planning, SIOP, and customer operations

• This role partners with (but does not directly own):
  • Warehouse operations
  • Procurement / purchasing
  • Manufacturing operations

QUALIFICATION:

• 10+ years of supply chain experience with leadership in planning and SIOP
• Experience in contract manufacturing, pharma, OTC, or consumer goods preferred
• Strong cross-functional leadership (Operations, Commercial, Finance)
• Experience with ERP/MRP systems (NetSuite a plus)
• Demonstrated success improving service, inventory, and planning accuracy

Education and/or Training:

• Bachelor's degree in Supply Chain, Business, Engineering, or related field (MBA or advanced degree preferred)