Sr. Manager, Order Fulfillment Process

Position Title: Sr. Manager, Order Fulfillment Process
Position Type: Regular - Full-Time
Position Location: Toronto HQ
Requisition ID: 33730
At McCain, we believe in meaningful technology - using digital technology not just for innovation, but to make a difference globally. Join a team where innovation drives purpose and technology shapes the future. This is your chance to develop sought-after expertise, work on exciting, high-impact projects, and create solutions that truly make a difference. If you're ready to push boundaries, tackle purposeful challenges, and build a career that matters, we want you on our team. As we embark on a strategic digital transformation journey, the role of Senior Manager, Order Fulfillment Process will be pivotal.
This role plays a key part in overseeing and improving the efficiency of the McCain order fulfillment processes and order to cash process by designing, implementing, and refining processes and systems that enhance the customer experience.
JOB PURPOSE:
The Senior Manager, Order Fulfillment Process will be responsible for defining, evaluating, refining, and enhancing the order to cash processes to ensure efficient and high-quality support for McCain's clients. This role involves managing workflows, ensuring adherence to customer service standards, and working closely with cross-functional teams to optimize processes and meet performance goals. The ideal candidate will have experience as a People Manager and as a functional expert in process design, customer service operations, order to cash process and service management.
The role of Senior Manager, Order Fulfillment Process is as strategic as they are hands-on. The ideal candidate is someone who will not only execute a global vision but will also roll up their sleeves to ensure its success. If you are ready to make a tangible impact on a global scale, we encourage you to apply for this exciting opportunity to lead within one of the world's premier food companies.
KEY RESPONSIBILITIES:
Process Management:

• Analyze and evaluate current customer service and order to cash processes to identify areas for improvement leveraging technology.

• Ensure processes are appropriately documented in Signavio using McCain's taxonomy and standards.

• Analyze and share insights from Signavio process mining outputs to ensure process compliance.

• Continually improve McCain's order to cash and customer service capabilities through the adoption of technology.

Strategic Leadership:

• Connects with both internal and external subject matter experts to bring technology enabled, best in class order fulfillment capabilities to McCain.

• Drive cross function/cross organization workshops to refine technology enabled processes and resolve issues.

• Collaborate on our organizational change management activities to implement and manage the adoption of new processes and technology.

• Foster a positive work environment that encourages collaboration, innovation, and accountability.

Stakeholder Management:

• Manages stakeholders from both the Business and Digital Technology teams, ensuring alignment to the process, the solution, its benefits, and their role in its execution.

Technology and Tools:

• Ability to translate business requirements into technology solutions

• Recommend tools and automation to improve the function and implement efficiencies.

• Key team leader driving system upgrades and implementations.

• Ensure the end to end order to cash process is functioning optimally within McCain's systems and McCain's partners systems ( e.g. 3pl, customer ).

• Define system integration and user acceptance test plans for system implementations and upgrades.

• Stay updated on industry trends and technologies to keep the team equipped with the latest tools and techniques.

Reporting and Analytics:

• Design reports and analytics that are conducive to provide appropriate process controls for continuous improvement.

• Suggest process automation and consistency to generate clean data to support operational metrics.

• Partner with data governance team to ensure data standards and structures support our business needs.

QUALIFICATIONS:

• Bachelor's degree in Business Administration, Management, or a related field preferred.

• 10+ years of proven experience in technology enabled process and capability improvement related to customer service and order to cash.

• Leadership capability in coaching and mentoring, fostering a culture of growth and learning.

• Excellent communication, problem-solving, and analytical skills.

• Proficient in order management and customer service software and tools as an experienced user.

• Experience with ERP order to cash processes with SAP preferred.

• Experience with automating customer service processes using technology.

• Champions and leads organizational change, ensuring that the strategic goals are met with high standards of business value and innovation.

• Leverages influence, knowledge, and analytical prowess to make well-informed strategic decisions and to dynamically allocate resources.

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Compensation Package : $107,600.00 - $143,500.00 CAD annually + bonus eligibility
The above reflects the target compensation range for the position at the time of posting. Hiring compensation will be determined based on experience, skill set, education/training, and other organizational needs.
Benefits : At McCain, we're on a mission to create a winning culture that puts employee safety and wellbeing at the heart of what we do, every day. We understand and appreciate that each person's needs are unique and ensure our benefits & wellbeing programs reflect that. Employees are eligible for the following benefits: health coverage (medical, dental, vision, prescription drug), retirement savings benefits, and leave support including medical, family and bereavement. Wellbeing programs include vacation and holidays, company-supported volunteering time, and mental health resources. Coverages are aligned to country, provincial and state governing plans and can vary by work level, location and nature of the role. Additional benefit details available during the application process.
Your well-being matters to us, and we're here to provide you with the necessary resources to support you in being your best self at work - and at home.
McCain Foods is an equal opportunity employer. We see value in ensuring we have a diverse, antiracist, inclusive, merit-based, and equitable workplace. As a global family-owned company we are proud to reflect the diverse communities around the world in which we live and work. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger.
McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to meet your needs.
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Job Family: Customer Service; Supply Chain & Logistics
Division: Global Finance
Department: Operations Transformation
Location(s): CA - Canada : Ontario : Toronto || CA - Canada : New Brunswick : Florenceville-Bristol
Company: McCain Foods (Canada)