Senior Manager - Customer Service - IBP & Excellence Lead

Responsibilities

• Supply Chain Transformation Projects Lead end-to-end technology and transformation projects across Planning, Logistics, and Customer Service.
• Identify business pain points and translate them into scalable technology and automation solutions.
• Drive multiple cross-functional initiatives simultaneously, ensuring delivery within scope, timelines, and expected business outcomes.
• Develop business cases, implementation roadmaps, and value realization plans for transformation initiatives.
• Digital Planning & Technology Enablement Support the implementation, enhancement, and optimization of Supply Chain Planning platforms such as o9, Kinaxis, SAP IBP, Anaplan, or similar tools.
• Collaborate with business users to improve planning processes, system capabilities, and user adoption.
• Recommend and implement digital solutions that enhance planning accuracy, operational efficiency, and customer service.
• AI, Automation & Innovation Identify opportunities to leverage Agentic AI, Generative AI, machine learning, and automation to transform supply chain processes.
• Design and develop AI-powered use cases that improve planner productivity, automate repetitive tasks, and enhance decision-making.
• Build or coordinate the development of intelligent assistants, plugins, workflows, and digital tools to solve business problems.
• Evaluate emerging technologies and recommend innovative solutions aligned with business priorities.
• Advanced Analytics & Process Improvement Analyze operational and planning data to identify trends, inefficiencies, and improvement opportunities.
• Apply analytical techniques to support decision-making and quantify business impact.
• Design KPI dashboards and digital reporting solutions that provide actionable insights.
• Drive continuous process improvement through automation, analytics, and technology.
• Technology & Vendor Management Evaluate technology vendors and digital solutions based on business requirements, technical fit, scalability, and return on investment.
• Partner with internal Technology teams and external implementation partners to ensure successful delivery of projects. Where appropriate, develop lightweight in-house tools, utilities, or prototypes to accelerate business outcomes.
• Manage implementation governance, testing, deployment, and post-implementation stabilization.

Functional Competencies

• Supply Chain Planning
• Logistics & Customer Service Operations
• Supply Chain Digital Transformation
• Business Process Improvement Technology
• Program Management
• Advanced Analytics
• AI & Automation Strategy
• Vendor Evaluation & Management
• Product & Solution Design
• Change Management
• Business Case Development
• Value Realization

Technical Competencies

• o9 Solutions / Kinaxis / SAP IBP / Anaplan / Blue Yonder
• SAP ERP
• Power BI
• SQL (preferred)
• Python (preferred)
• Data Analytics & Visualization
• API Integration Concepts
• Workflow Automation Platforms
• Low-code/No-code Development
• Agentic AI & Generative AI Platforms
• AI Assistants, Plugins & Workflow Development
• Microsoft Power Platform (desirable)
• Success Measures
• Successful delivery of digital transformation projects
• Business value realized through technology implementations
• Reduction in manual effort through automation
• Adoption and utilization of planning platforms
• AI use cases successfully deployed and scaled
• Improvement in planning efficiency and customer service KPIs
• Stakeholder satisfaction and project delivery performance
• Vendor implementation success and ROI achievement
• Number of innovative solutions deployed, and business impact delivered

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