Role Overview:
Brother Mexico is seeking an Operations Director to lead and transform the company’s Supply Chain, Customer Service, and Information Technology functions.
This senior leadership role will be responsible for strengthening operational performance, service excellence, supply chain effectiveness, and technology-enabled transformation across the Mexico business.
The Operations Director will lead the evolution of end-to-end planning, inventory optimization, customer experience, digital capabilities, and operational processes, ensuring the organization is positioned to support sustainable and profitable growth.
As a key member of the leadership team, this role will partner closely with Sales, Marketing, Finance, HR, regional teams, and global stakeholders to translate business priorities into scalable operational strategies and capabilities.
This role requires full business fluency in both English and Spanish. Please share your resume/CV/profile in ENGLISH. The interview experience may feature participants engaging with you in each language.
Duties & Responsibilities:
Operational Strategy & Organizational Leadership
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Define and lead the operations strategy for Mexico, ensuring strong alignment with business priorities and corporate objectives.
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Lead the Supply Chain, Customer Service, and IT organizations, creating clear accountability, priorities, and performance expectations.
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Establish and evolve operational KPIs, governance, processes, and management routines to improve business performance.
Build organizational capability through talent development, coaching, succession planning, and effective workforce leadership.
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Drive a culture of continuous improvement, collaboration, accountability, and operational excellence.
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Act as a strategic business partner to senior leadership, providing insights and recommendations on operational risks, opportunities, and investment priorities.
Supply Chain & S&OP
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Lead the end-to-end Supply Chain agenda, including Demand Planning, Supply Planning, Procurement, S&OP, inventory management, and supply allocation.
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Own and continuously strengthen the monthly Sales & Operations Planning (S&OP) process in partnership with Sales, Marketing, Finance, and other key stakeholders.
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Ensure demand and supply plans support commercial priorities while maintaining appropriate inventory and service levels.
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Improve forecast accuracy, inventory productivity, product availability, and working capital performance.
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Identify and implement opportunities to improve supply chain agility, cost efficiency, and operational resilience.
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Strengthen planning processes, systems, and decision-making capabilities across the organization.
Customer Service & Customer Experience
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Define and lead the strategy for Customer Service and Customer Experience, including Warranty, Technical Assistance, and Brand Protection.
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Establish service models and standards that strengthen customer satisfaction, loyalty, and operational efficiency.
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Continuously improve the customer journey through process redesign, technology, data, and cross-functional collaboration.
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Monitor customer service and experience KPIs and translate insights into actionable improvement plans.
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Lead the effective management of service partners, resources, budgets, and operational capabilities.
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Partner with Sales, Marketing, and other teams to deliver a consistent and integrated customer experience.
Information Technology & Digital Transformation
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Define and execute the Mexico IT and technology strategy in alignment with business and operational priorities.
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Lead technology-enabled transformation initiatives that improve productivity, visibility, scalability, and decision-making.
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Ensure infrastructure, enterprise systems, and technology services effectively support business continuity and growth.
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Strengthen IT governance, cybersecurity, technology risk management, and process controls.
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Oversee technology investments, vendors, contracts, and budgets with a strong focus on business value and cost optimization.
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Partner with regional and global IT teams to ensure alignment with enterprise architecture, systems, and technology standards.
Business Transformation & Continuous Improvement
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Identify opportunities to simplify, automate, and redesign processes across the organization.
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Lead cross-functional transformation initiatives that improve efficiency, customer experience, and business performance.
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Use data, technology, and operational insights to support stronger decision-making and scalable ways of working.
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Drive adoption of new systems, processes, and operating models through disciplined change leadership.
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Establish a continuous improvement mindset across operational teams and business partners.
Financial & Performance Management
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Lead operational budgeting, resource planning, and investment prioritization across Supply Chain, Customer Service, and IT.
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Establish and monitor key performance indicators related to service levels, inventory, forecast accuracy, cost, customer experience, technology performance, and productivity.
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Evaluate operational performance against targets and implement corrective actions where required.
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Balance service, cost, working capital, and business growth priorities to optimize overall enterprise performance.
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Provide clear operational insights and recommendations to senior leadership through regular business reviews.
Experience & Qualifications:
- Bachelor's degree in Business, Supply Chain, Logistics, Engineering, or a related field.
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MBA or other relevant postgraduate degree preferred.
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10+ years of progressive Supply Chain and Operations experience, including leadership responsibility.
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Deep experience across Demand Planning, Supply Planning, Procurement, Inventory Optimization, and S&OP.
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Demonstrated experience leading end-to-end planning processes and operational improvement initiatives.
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Strong experience with enterprise planning and ERP platforms such as SAP S/4HANA, APO, IBP, or equivalent solutions.
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Meaningful experience leading or overseeing Customer Service, Customer Experience, or customer-facing operations.
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Experience leading multiple functions and cross-functional teams in a complex organization.
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Experience supporting or leading IT, ERP, digital transformation, or technology-enabled process improvement initiatives.
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Experience operating within a multinational or international organization strongly preferred.
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Business-level fluency in English and Spanish.
Leadership Profile
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Strong enterprise and operational leadership capability.
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Ability to connect strategy, processes, technology, and people to improve business performance.
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Deep understanding of end-to-end Supply Chain and S&OP.
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Strong customer-centric mindset and understanding of service operations.
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Ability to lead transformation and organizational change across multiple functions.
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Strong analytical and problem-solving capability.
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Ability to navigate complexity and make sound decisions with incomplete information.
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Strong influencing and stakeholder-management skills across different levels of the organization.
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Ability to build trust, align cross-functional teams, and drive consensus.
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Strong financial and business acumen.
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High level of organization, prioritization, and execution discipline.
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Proven ability to develop leaders and high-performing teams.
Additional Details for This Role:
Company Overview
Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more. Brother Mexico was established in 1992, marking over 30 years of operations. It is headquartered in Mexico City and is a wholly owned subsidiary of Brother International Corporation (BIC), based in the United States. BIC is in itself a subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide.
Why Work at Brother?
At Brother México, we are proud to foster a diverse and inclusive workplace where every voice is valued. Our hiring practices and internal programs promote equity and belonging across all levels of the organization. We are committed to fostering a workplace culture that reflects with our core values: inclusivity, collaboration, customer-centric, and social responsibility. We value work flexibility, offering a hybrid office schedule with home office half days on Fridays, a casual dress code, and additional days off throughout the year. We are also dedicated to employee growth and development, providing facilitated courses and resources to our employees for self-paced learning resources.
Our Benefits
We offer a range of benefits designed to support the well-being of our employees, including medical, dental, and life insurance. We also support our employees with family-focused benefits, ranging from additional maternity leave days to opportunities for prioritizing children's school events -even when they fall occur during the workday. Additionally, we offer a robust financial savings program and convenient on-site parking at our downtown office.
Our Mission, Vision, and Culture
Our mission is to live our “at your side” promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed.
About Where We Work
Brother México headquarters is located in Mexico City in the Santa Fe district. Many of our employees and job functions are based out of this office. The building holds a Platinum pre-certification level, reflecting our shared commitment to social responsibility in the way we work. Brother México also has employees based in other locations, such as Querétaro, where team members from the Machine Tools division are based.
Equal Opportunity Employer (EOE) Statement
Brother is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds and do not discriminate based on race, gender, age, disability, sexual orientation, or any other protected status.
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