Supply Chain Manager

Descripción del puesto:

Supply Chain Manager

EssilorLuxottica Tijuana, Mexico (On-site)

Position Summary

The Supply Chain Manager is responsible for ensuring accurate volume planning across National Service Laboratories (NSLs), taking into consideration capacity constraints, seasonality, and the unique operational requirements of each laboratory while maintaining full alignment with North America teams.

This position leads, coordinates, and optimizes Customer Service operations across the NSLs in partnership with Laboratory Managers, ensuring an exceptional customer experience that is efficient, scalable, and aligned with EssilorLuxottica's global standards. The role is also accountable for driving demand and capacity planning processes, service performance, operational excellence, and continuous improvement initiatives across the network.

Key Responsibilities

• Design and implement customer service strategies to ensure compliance with established Service Level Agreements (SLAs).
• Oversee order intake, processing, and follow-up activities, ensuring seamless integration with Production, Logistics, and Commercial teams.
• Manage and resolve escalated issues from key customers, ensuring timely and effective solutions.
• Manage laboratory capacity planning by balancing service levels and productivity through statistical forecasting, demand planning methodologies, and collaborative planning processes with cross-functional teams across each business unit.
• Drive continuous improvement, digitalization, and service automation initiatives to enhance efficiency and customer satisfaction.
• Develop monthly performance reports, including KPI tracking, root cause analysis, and corrective action plans.
• Foster strong relationships with internal and external customers through proactive communication and partnership.
• Ensure alignment of departmental processes with EssilorLuxottica global policies and support internal audit activities.
• Ensure compliance with Quality Management System requirements and promote adherence across operations.
• Contribute to achieving laboratory service level objectives and operational performance targets.
• Standardize customer service processes across departments to improve consistency, efficiency, and customer experience.
• Conduct process and system audits to identify improvement opportunities and ensure compliance.
• Promote Environmental, Health, and Safety (EHS) best practices.
• Ensure compliance with Supply Chain Security (SCS) requirements and drive adherence across the organization.

Qualifications

• Bachelor's degree in Supply Chain Management, Industrial Engineering, Operations Management, Business Administration, or a related field.
• Minimum 5 years of experience in a Supply Chain, Operations, Customer Service, Planning, or related leadership role.
• Demonstrated leadership and people management experience.
• Fluent English and Spanish (written and verbal) required. Bilingual proficiency is mandatory.
• Strong negotiation and stakeholder management skills.
• Experience with Master Planning and capacity planning processes.
• Experience with Production Scheduling in a manufacturing or service environment.
• Knowledge of statistical forecasting, demand planning, and capacity management methodologies.
• Project Management experience.
• Experience driving performance through OKRs (Objectives and Key Results).
• Strong analytical skills, including Statistics and Probability.
• Experience with Continuous Improvement methodologies and tools (Lean, Six Sigma, Kaizen, or equivalent).
• Working knowledge of ISO 9001, ISO 14001, ISO 45001, and ISO 13485 standards.

Preferred Competencies

• Strategic thinking and business acumen.
• Customer-centric mindset.
• Strong analytical and problem-solving capabilities.
• Excellent communication and cross-functional collaboration skills.
• Ability to influence stakeholders across multiple levels of the organization.
• Results-driven approach with a continuous improvement mindset.
• Ability to thrive in a fast-paced, matrixed, and multicultural environment.

Position Summary

The Supply Chain Manager is responsible for ensuring accurate volume planning across National Service Laboratories (NSLs), taking into consideration capacity constraints, seasonality, and the unique operational requirements of each laboratory while maintaining full alignment with North America teams.

This position leads, coordinates, and optimizes Customer Service operations across the NSLs in partnership with Laboratory Managers, ensuring an exceptional customer experience that is efficient, scalable, and aligned with EssilorLuxottica's global standards. The role is also accountable for driving demand and capacity planning processes, service performance, operational excellence, and continuous improvement initiatives across the network.

Key Responsibilities

• Design and implement customer service strategies to ensure compliance with established Service Level Agreements (SLAs).
• Oversee order intake, processing, and follow-up activities, ensuring seamless integration with Production, Logistics, and Commercial teams.
• Manage and resolve escalated issues from key customers, ensuring timely and effective solutions.
• Manage laboratory capacity planning by balancing service levels and productivity through statistical forecasting, demand planning methodologies, and collaborative planning processes with cross-functional teams across each business unit.
• Drive continuous improvement, digitalization, and service automation initiatives to enhance efficiency and customer satisfaction.
• Develop monthly performance reports, including KPI tracking, root cause analysis, and corrective action plans.
• Foster strong relationships with internal and external customers through proactive communication and partnership.
• Ensure alignment of departmental processes with EssilorLuxottica global policies and support internal audit activities.
• Ensure compliance with Quality Management System requirements and promote adherence across operations.
• Contribute to achieving laboratory service level objectives and operational performance targets.
• Standardize customer service processes across departments to improve consistency, efficiency, and customer experience.
• Conduct process and system audits to identify improvement opportunities and ensure compliance.
• Promote Environmental, Health, and Safety (EHS) best practices.
• Ensure compliance with Supply Chain Security (SCS) requirements and drive adherence across the organization.

Qualifications

• Bachelor's degree in Supply Chain Management, Industrial Engineering, Operations Management, Business Administration, or a related field.
• Minimum 5 years of experience in a Supply Chain, Operations, Customer Service, Planning, or related leadership role.
• Demonstrated leadership and people management experience.
• Fluent English and Spanish (written and verbal) required. Bilingual proficiency is mandatory.
• Strong negotiation and stakeholder management skills.
• Experience with Master Planning and capacity planning processes.
• Experience with Production Scheduling in a manufacturing or service environment.
• Knowledge of statistical forecasting, demand planning, and capacity management methodologies.
• Project Management experience.
• Experience driving performance through OKRs (Objectives and Key Results).
• Strong analytical skills, including Statistics and Probability.
• Experience with Continuous Improvement methodologies and tools (Lean, Six Sigma, Kaizen, or equivalent).
• Working knowledge of ISO 9001, ISO 14001, ISO 45001, and ISO 13485 standards.

Preferred Competencies

• Strategic thinking and business acumen.
• Customer-centric mindset.
• Strong analytical and problem-solving capabilities.
• Excellent communication and cross-functional collaboration skills.
• Ability to influence stakeholders across multiple levels of the organization.
• Results-driven approach with a continuous improvement mindset.
• Ability to thrive in a fast-paced, matrixed, and multicultural environment.

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email [email protected]

We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.