Head of Supply Chain & Operations

A dynamic and growing international food company is seeking an experienced Head of Supply Chain & Operations to support its U.S. business. This person will be responsible for leading and optimizing end-to-end Supply Chain & Customer Service functions to ensure alignment with business goals and drive operational excellence.

Main Responsibilities

Strategic Leadership & Team Management

• Provide direct oversight and day-to-day management of the Supply Chain and Customer Service teams, holding them accountable to clear KPIs and service-level targets.
• Conduct regular performance evaluations, provide coaching and mentoring, and implement development plans that build team capabilities.
• Collaborate with cross-functional teams, including Finance, Business Development, and Quality Assurance, to drive operational excellence.
• Lead or participate in projects aimed at streamlining supply chain processes for both imported and domestically sourced products.

Supplier & Stakeholder Relationships

• Oversee third-party logistics and warehouse partners, ensuring consistent service levels and contractual compliance.
• Maintain strong relationships with domestic co-manufacturers, challenging current operations to find innovative solutions.
• Coordinate closely with international counterparts on procurement, exportation, and supply planning for imported products.

Inventory & Procurement Management

• Own and manage the total inventory portfolio, including imported and domestic SKUs with full accountability for at-risk reserves, targeted stock levels, and inventory write-off minimization.
• Lead demand forecasting and supply planning with a structured, documented approach.
• Identify and mitigate supply chain risks, particularly those related to international shipping, import regulations, and at-risk inventories.
• Optimize procurement processes and inventory management tools to enhance workflow and reporting accuracy.
• Participate in monthly sales and S&OP meetings to align supply chain operations with commercial forecasts.

Customs Compliance, Import Regulations & Regulatory Management

• Serve as a resource and subject matter expert on U.S. customs valuation, import regulations, and trade compliance.

Customer Service Operations

• Provide strategic direction on order management, outbound logistics coordination, and customer escalations.
• Drive improvements in outbound logistics efficiency, including carrier selection, delivery window coordination, and cost reduction opportunities.
• Ensure customer order accuracy, delivery KPI performance (on-time, fill rate), and satisfaction metrics are tracked and continuously improved.
• Serve as an escalation point for complex customer issues, including delivery disputes, quality concerns, and account-level problems.
• Maintain standard costs in SAP, including item setup and BOM management.
• Lead the development of standard operational reports and supply chain performance dashboards in PowerBI.
• Partner with the Manager of Data Governance & Financial Operations on system integrity, ERP data accuracy, and operational reporting needs.
• Analyze supply chain performance metrics and drive continuous improvement initiatives to reduce costs, improve service levels, and build organizational resilience.
• Assist in the New Product Development process, particularly for imported SKUs.
• Support the utilization and adoption of AI-driven tools and digital transformation initiatives within the operations function.

Qualifications

• 8-10+ years of progressive operations and supply chain management experience, with a minimum of 5 years in a leadership role directly managing a high performing team
• Demonstrated expertise in U.S. customs regulations, customs valuation, and import compliance for food/dairy products (USDA, FDA, CBP, CTPAT)
• Direct experience managing or overseeing USDA import licensing, Tariff-Rate Quota programs, and Designated License Application processes
• Experience managing and developing Customer Service teams, with demonstrated results in outbound logistics optimization and order management improvement
• Strong supplier relationship management and negotiation skills across multi-vendor domestic and international networks, including co-packers, freight forwarders, and 3PLs
• Proven ability to coach, mentor, and develop team members at multiple levels, with a track record of building team capabilities and reducing key-person dependencies
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Excellent interpersonal skills and communication skills -both verbal and written - with experience presenting to leadership
• Excels at operating in a fast-paced, dynamic environment
• Highly proficient with Microsoft Office Suite (Excel, Word, Outlook, PowerBI)
• Experience with ERP systems (SAP strongly preferred) — including standard costs, BOM management, POs, goods receipts, and inventory transactions
• Experience leading or supporting AI-driven initiatives or digital transformation projects
• Willingness and ability to travel approximately 10% of the time; passport required for international travel