RW Consumer Products has an opportunity for a VP, Operations & Customer Experience to join our growing team. Our ideal candidate would reside in either St Albert, AB or Winnipeg, MB.About the Role:The VP, Operations & Customer Experience is responsible to ensure all operational activities are aligned with the goal of delivering high-quality consumer goods. They oversee and provide leadership to the Supply Chain, Production, Quality & Regulatory Compliance, and Customer Service departments, driving for operational excellence. This position leads strategic initiatives in support of the company’s goals, driving growth and profitability.Responsibilities:Actively participate with the executive team in strategy development, execution planning, and annual budgeting, providing market and competitor intelligence.Effectively communicate strategic plans and business goals to direct reports, motivate and empower them to contribute to the company’s success.Develop and implement strategies (including new technology, etc.) to optimize production processes to meet customer needs, increase efficiency, and reduce costs while maintaining product quality and safety.Establish and monitor key performance indicators (KPIs) to track operational performance, identify areas for improvement, and implement corrective actions as needed.Identify and mitigate operational risks, ensuring business continuity and resilience in the face of challenges and changing market dynamics.Establish and ensure delivery of customer experience standards including quality, timeliness and professionalism by monitoring client satisfaction and providing coaching and feedback to department managers and employees as appropriate.Work collaboratively with peers in other departments to achieve company goals and achieve seamless coordination for customers.Working with the Human Resources Manager, participate in the recruitment and selection process, lead, mentor, and support the development and performance management of direct and indirect reports in alignment with RWCP policies and values, creating a culture that is rooted in teamwork, safety, quality, and exceptional service.Participate in and lead (as appropriate) regular management meetings and staff meetings to promote a team environment, enable open communication, and drive results.Work with your direct reports to implement and update safety policies and procedures, training standards, monitor compliance, and maintain a safe work culture at RWCP.Oversee the prompt reporting and investigation of safety incidents, ensuring corrective actions are implemented.Maintain knowledge of relevant provincial, federal and international laws and regulations as they pertain to your scope; ensuring RWCP related policies and practices meet or exceed the standard.Identify and propose new growth areas/innovative products that will meet existing customer needs and/or reach new markets; and validate market readiness of existing and new offerings.Support the executive team in launching, integrating and leading new product launches, and new ventures (divisions, joint ventures, mergers and acquisitions, etc.) as appropriate.Foster a spirit of innovation and continuous improvement; provide opportunities for managers and employees to suggest product improvements, sales growth opportunities, cost savings options and work environment improvements.May attend association or customer events, conferences, seminars and meetings to promote RWCP and maintain a high profile in the industry.Competencies, Experience & Education:10+ years of experience in leadership roles in the manufacturing industry.Experience in a highly regulated life sciences industry with a strong working knowledge of cGMP.Bachelor’s or master’s degree in life sciences or related field is preferred.Experience with LEAN, Six Sigma and similar methodologies is an asset.Valid drivers license, passport, and ability to travel.A strong leader with an ability to recruit, retain and motivate top talent and build a strong team environment.Strategic minded with a track record of achieving short term revenue and profit targets without sacrificing long term goals.Skilled at building and maintaining customer relationships and working collaboratively to close strategic opportunities.Strong presentation skills with the ability to promote our products in one-on-one and group settings.Self-motivated with the ability to engage, strong negotiation and influencing skills.Capable of effective conflict resolution, effectively handling customer and employee issues when escalated to this level.Extremely professional with high integrity, ethics, confidentiality and a strong work ethic.Consistently able to handle multiple priorities, issues and high stress situations while maintaining confidence and a professional demeanor.Excellent written and verbal communication and listening skills, enabling effective communication with clients, employees, and vendors.Understands pricing, margins, P&L, accounting principles, and can perform business math calculations.Knowledge of retail customer environments and an understanding of the market and products being offered.
Job Title
VP, Operations & Customer Experience