Associate Director, Customer Operations

AstraZeneca • Mississauga, ON

75d

About The Position

Are you ready to lead a dynamic team in the heart of the Americas Supply Chain? As an Associate Director, you'll lead all aspects of a diverse team responsible for customer operations, and continuous improvement.
Our mission? Ensure efficient, compliant, and high-quality completion of processing and operational tasks while promoting continuous progress across the region. Collaborate cross-functionally, champion operational excellence, and support progressive supply chain initiatives.
Are you up for the challenge?

Requirements

• Minimum 10 years of management experience in supply chain operations, preferably within the pharmaceutical industry, with a proven record of people leadership and talent development across multi-functional teams.
• In-depth knowledge of end-to-end supply chain management, order processing, distribution operations, project management, and process improvement.
• Demonstrated experience working within a GxP-, GMP-, and GDP-regulated environment, including oversight of quality management processes and compliance activities.
• Strong analytical skills with the ability to track, report, and act on performance metrics, and to leverage technology such as ERP systems (e.g., SAP), EDI, and process automation tools.
• Exceptional written and oral communication abilities, with a history of building strong collaborative relationships both internally and externally.
• Ability to manage competing priorities, resolve escalations efficiently, inspire a continuous improvement mindset, and champion transformation.
• Proficiency in MS Office and familiarity with other business systems (e.g., Esker, Coupa, TraceLink) and AI is an asset.
• High level of ethics, reliability, flexibility, and organizational skills.

Nice To Haves

• Bachelor’s Degree in Business Management, Supply Chain/Logistics, or related field
• Post-graduate degree or MBA preferred.
• Six Sigma or Lean certification preferred.

Responsibilities

• Lead, mentor, and develop a team of customer operations specialists providing day-to-day coaching, establishing clear objectives, and aligning activities with departmental and company goals.
• Coordinate the end-to-end order management process, ensuring timely and detailed processing of customer orders, returns in accordance with GxP regulations, SOPs, and quality standards.
• Ensure proactive and effective collaboration with internal stakeholders—such as Quality, Commercial, Finance, and Supply Chain Operations—as well as external partners including healthcare providers, distributors, and other external suppliers, to guarantee timely and accurate order issuance.
• Lead all aspects of the Customer Operations team, addressing blocking issues and ensuring customer happiness.
• Advise the creation, completion, and maintenance of quality records (deviations, complaints, change controls, CAPAs) within the Quality Management System, ensuring compliance with GDP, GMP, DSCSA, and REMS requirements.
• Lead initiatives to improve operational efficiency, including the development and implementation of process automation (RPA), EDI monitoring, documentation updates, and process optimization projects.
• Support, review, and approve SOPs, work instructions, and procedural documentation to standardize and optimize processes across all led teams.
• Communicate regularly with all team members, provide training and development opportunities, and ensure adequate coverage and effective backup systems are in place for absences or peaks in workload.
• Serve as a blocking issue point for urgent matters during after-hours, weekends, and holidays across the distribution network.
• Proactively identify and address resource needs to handle evolving business requirements; facilitate change management and promote a culture of teamwork, inclusion, transparency, and innovation.
• Assist in transformation initiatives and ongoing improvements across the supply chain functions, participating in or leading cross-functional project teams as required.
• Collaborate with the Head of US Supply Chain on strategic initiatives, business planning, and reporting for the Americas region.

Benefits

• Annual Variable Pay Bonus/Short Term Incentive opportunity
• eligibility to participate in our equity-based long-term incentive program (if applicable to role)
• competitive Flex Benefits & Retirement Savings Program
• 4 weeks’ paid vacation
• annual Personal Days

What This Job Offers

• Job Type: Full-time
• Career Level: Director