Manager, Business Processes

Reporting to the Senior Director of Operations Excellence, the Business Process Manager will lead a team of Business Process Owners (BPOS) responsible for building and optimizing our end-to-end business processes across supplier, logistics and transportation, fulfillment center (FC), retail and studio functions, implementing and maintaining process standards across our end-to-end network. He will collaborate with key decision makers in the operations team, internal technology functions and outsourced partners to ensure an optimal execution experience, setting high standards for security, customer experience, engagement employees, of quality and cost. The immediate focus will be to support the launch of our state-of-the-art automated execution center and the continued optimization of our studio operations in Montreal. These initiatives are at the heart of a multi-million dollar automation and software investment program and are expected to go live in Spring 2023. The incumbent will ensure processes and technology standards are clearly defined in forecast of our global network expansion plans over the next 1-3 years.

Continuous improvement (50%)

• Develop and lead the overall development plan for full operational flow within the Fulfillment Center (FC).
• Translate and prioritize operational flow development roadmap in collaboration with operational and technology partners.
• Lead and execute continuous improvement activities focused on operational performance and capability.
• Achieve tangible financial savings through operational excellence processes
• Collaborate with product managers and technology teams to develop a “pod” approach to optimization.
• Encourage a culture of continuous improvement and customer focus in all areas and instill the principles of this culture.
• Perform root cause analysis to identify performance gaps and proactively implement changes to close those gaps.
• Keep abreast of industry best practices and act as an expert on flow management tools and processes, and how they interconnect with the various processes within FC Operations.
• Work with managers and peers to implement continuous improvement strategies and problem solving.
• Pursue perfection, providing solutions that provide our customers with best-in-class products and services.
• Identify areas for strategic improvement and lead kaizen events to effect necessary changes.
• Identify and rectify issues and processes that impact quality, such as DPMO.
• Optimize storage space utilization based on seasonal changes and variations in growth strategies.

Process support and governance (15%)

• Implement the developed operational flows (in/out/stock) in other SSENSE fulfillment centers and partner operations globally.
• Learn, share and adopt best practices across operational teams to ensure maximum operational efficiency.
• Ensure consistency, visibility and sustainable performance by working with our operational teams to deliver and maintain the highest levels of efficiency and accuracy.
• Support the achievement of key metrics for each process area and develop optimization and improvement plans as needed.
• Monitor business trends and implement proactive measures to ensure consistent operational performance.
• Promote adherence to all health, safety and quality standards.
• Support operations teams to achieve the lowest possible operating costs and the highest level of customer service.

Reengineering (10%)

• Supporting new developments in our fulfillment operations, where an entirely new process, solution or operational approach is required.
• Work with technology teams to ensure new developments use appropriate best practices or processes in any new design.
• Support promotional campaigns by developing and implementing pop-up installations to meet business requirements.

Leadership and staff development (25%)

• Work with senior management to assess and monitor team engagement and implement solutions to create a transparent, collaborative and productive work environment.
• Work with senior management to establish short-term departmental goals and ensure teams are committed to achieving them.
• Conduct weekly one-on-one interviews, conduct performance reviews, analyze individual Key Performance Indicators (KPIs) and assess promotion readiness to help each employee grow in their role.
• Provide mentorship and development opportunities to team members, catalyzing growth through coaching and team building.

Qualifications

• Bachelor’s degree in supply chain, engineering, logistics, information technology, mathematics or relevant field.
• 5-7 years of experience in e-commerce, engineering, manufacturing, and logistics in a continuous improvement role, with at least 3 years of formal management experience.
• Track record of significantly improving capabilities and reducing operational costs in an operational environment.
• Lean Six Sigma Black Belt
• Passion for optimizing operations and ability to engage relevant stakeholders in change.
• Superior oral communication, presentation and writing skills in English, bilingualism an asset.
• Customer orientation and quality with attention to detail
• Solid background in data analysis, with the ability to perform complex analyzes independently.
• Experience of a global network with several Fulfillment Centers.
• Strong experience with platforms/technologies such as WMS, dispatch systems and Oms.
• Proven track record of increasing capacity by solving problems at source by maximizing efficiency, waste disposal and engineering excellence.
• Experience working in an agile project management environment is preferred.
• Experience in the fashion and/or luxury industry is an asset.

Skills

• You are highly analytical and customer-focused, ensuring that all decisions are data-driven and aligned with strategic objectives.
• Ability to simplify complexity and work in a very dynamic and fast-paced environment.
• Proactive in identifying the root cause of problems and developing solutions through growth thinking.
• Ability to deal with ambiguity by demonstrating adaptability.
• Passion for teamwork and achieving common goals
• Proven ability to work with international vendors and software packages
• Proven ability to work with product managers and technology teams including developers, engineers and operations teams.
• Superior organizational and time management skills
• Ability to multi-task and excel in a fast growing environment.
• Strong interpersonal skills with a natural ability to build relationships.
• Excellent communication skills and ability to make presentations to a wide range of stakeholders.