Director of Supply Chain & Customer Experience

About the role

The Director of Supply Chain & Customer Experience leads the end‑to‑end order lifecycle, ensuring seamless coordination across demand planning, procurement, inventory, fulfillment, logistics and customer service. This senior role is the operational backbone, aligning supply‑chain execution with commercial goals in a regulated medical‑device distribution environment.

Key responsibilities

• Own the full order‑to‑fulfillment process, from order entry to delivery performance.
• Partner with sales to align demand forecasts with inventory and supply planning, especially for high‑demand product lines.
• Manage procurement and replenishment strategies with global manufacturing partners.
• Optimize inventory levels, turnover and service levels while minimizing obsolescence and back‑orders.
• Define and monitor KPIs such as fill rate, OTIF, order cycle time and backlog.
• Lead the customer service function, establishing standards that boost satisfaction and retention.
• Drive process improvements using Lean/Six Sigma methodologies and enhance visibility through ERP/CRM systems.
• Oversee warehouse and distribution operations, carrier relationships and compliance with medical‑device handling regulations.
• Serve as the primary operational liaison across sales, finance, quality/regulatory and global supply‑chain teams.
• Mentor and develop cross‑functional teams.

Required profile

• Hands‑on senior leader with strong analytical capability and process discipline.
• Proven experience scaling operations in a regulated medical‑device distribution setting.
• Demonstrated ability to collaborate across sales, finance, quality and global supply‑chain functions.
• Experience managing end‑to‑end supply‑chain processes, including demand planning, procurement, inventory, fulfillment and logistics.
• Familiarity with regulatory compliance requirements for medical‑device storage and distribution.

Required skills

• Lean Six Sigma methodology
• ERP systems
• CRM systems