Director

Job summary

We are looking for an Operations and Customer Experience director to our EXFO Homeland Security leadership team.

EXFO is a leading provider of Test & Measurement and various solutions to the Global Telecom industry for nearly 40 years with 1700 employes in 25+ countries. EXFO’s Homeland Security division, located in Oulu, Fi provides solutions for Governmental Agencies worldwide to strengthen National Security. 

As the Operations and Customer Experience Director of EXFO Homeland Security division, you will play a pivotal role in driving operational excellence and ensuring a superior customer experience. You will be responsible for overseeing various Operation functions in advanced electronics and software products, leading initiatives that align with the company's strategic goals while managing budgets.

What you’ll do

• Lead of Global  Operations: As part of the leadership team, you’ll ensure cohesive and aligned operations, logistics, export control, production, sourcing, and product support teams to ensure efficient operations and support for the overall business objectives.
• Revenue Optimization: Efficiently track opportunities to quickly turn orders into revenue by optimizing the process from order forecast, order received to optimize timely delivery, export controls and revenue recognition of products and services in the targeted markets. Production mostly made in Oulu and some in Canada, be agile and strategic by leveraging partners when required.
• Procurement and Inventory Management: Drive suppliers and procurement to optimize cost of purchased material and total inventory value by optimizing inventory management, excess stock, improving inventory turnover rates – including of demonstration equipment inventory.
• Demand Supply Process: Own and develop the demand supply process, coordinating with other directors and managers to ensure a seamless and efficient workflow.
• Compliance and Export Control: Host and steer the global compliance and export control related strategy for the HS products to ensure adherence to international regulations and standards. Owns the Export Control process for shipment of orders/demos.
• Demo management: Oversee the entire demo process and demo fleet operations - in close collaboration with other departments to ensure seamless execution of the product demonstrations. 
• Customer Satisfaction: Develop and implement strategies to maximize customer satisfaction, addressing pain points, ensuring quality and the overall customer experience
• Premises Management: Supervise the rental contracts, renovations, and building management of the Oulu site, working closely with the landlord and contractors.
• Cost Reduction: Reduce the costs of goods by leading your team to negotiate better terms with suppliers, optimize production processes, and identify cost-saving opportunities.
• Stakeholder Communication: Maintain clear and effective communication with stakeholders, ensuring alignment and collaboration across the organization.
• Global Collaboration: Collaborate closely with the Quebec headquarters and other operational sites regarding HS products to ensure alignment and effective coordination.
• ESG Initiatives: Optionally; overseeing ESG (Environmental, Social, and Governance) initiatives for the Oulu site, ensuring compliance with sustainability standards and promoting responsible business practices

What we’re looking for

• Proven experience in global operations, logistics, export controls and customer experience management
• Ability to develop and implement effective strategies for process improvement and cost reduction
• Strong leadership, team management and communication skills with ability to handle operational crises and develop contingency plans
• Strong knowledge of budgeting, performance metrics, and process optimization.
• Strong collaboration skills with cross-functional teams and global sites

Technical skills

• Proficiency in optimizing Operations, revenue recognition, logistics, export controls, production, sourcing, product support, inventory management and continuous improvement practices.
• Experience in managing budgets and financial planning.

Required aptitudes

• Open and Positive Mindset:  Foster collaboration and act as a unifying force between different functions with leadership and team management skills.
• Service Excellence: Understands how to improve customer experience while maintaining security standards.
• Operational Eficciency: Expertise in streamlining security and customer service processes.
• Strong leadership: Ability to lead and motivate a team to achieve their best performance.

Must have

Pertinent experience

• At least 10 years of experience in managing large-scale operations, and customer experience
• Proven experience in tech-driven companies and/or Government security agencies
• Knowledge of homeland security regulatory compliance
• Track record of improving customer service strategies 

Language requirements

• Strong verbal and written English
• Additional languages considered as an advantage 

Education

• Bachelor’s Degree (Minimum Requirement) in: Electronic Engineering or Computer Science

• Master’s Degree (preferred): MBA (Master of Business Administration)

Location
•    Oulu, Finland

Any other combination of experiences / studies will be considered