Head of Operations

Location: Parsippany, NJ

Work Arrangement: Hybrid- 2 days in-office, 3 days remote

Job Status: Full Time- 8am-5pm Monday- Friday

FLSA Status: Exempt

Department: Operations

Reports to: Director of Finance and Operations

SUMMARY

The Head of Operations at Valio USA is responsible for leading and optimizing end-to-end Customer Service and Supply Chain functions to ensure alignment with business goals and drive operational excellence. This role oversees team development, strengthens supplier and stakeholder relationships, and manages inventory, procurement, and forecasting strategies to support business growth.

The Head of Operations will bring proven, hands-on experience in supply chain leadership, customs compliance, inventory management, and team development. They will serve as an operational expert in strategic leadership, customs valuation, logistics optimization, demand forecasting, and the management of Valio USA’s USDA license and CTPAT compliance programs.

MAIN RESPONSIBILITIES

Strategic Leadership & Team Management

• Provide direct oversight and day-to-day management of the Supply Chain Manager and Customer Service Manager, holding both teams accountable to clear KPIs and service-level targets.
• Conduct regular performance evaluations, provide coaching and mentoring, and implement development plans that build team capabilities.
• Collaborate with cross-functional teams, including Finance, Business Development, and Quality Assurance, to drive operational excellence.
• Lead or participate in projects aimed at streamlining supply chain processes for both imported and domestically sourced products.

Inventory & Procurement Management

• Own and manage the total inventory portfolio, including imported and domestic SKUs (including PROfeel), with full accountability for at-risk reserves, targeted stock levels, and inventory write-off minimization.
• Lead demand forecasting and supply planning with a structured, documented approach.
• Identify and mitigate supply chain risks, particularly those related to international shipping, import regulations, and at-risk inventories.
• Optimize procurement processes and inventory management tools to enhance workflow and reporting accuracy.
• Participate in monthly sales and S&OP meetings to align supply chain operations with commercial forecasts.

Customer Service Operations

• Provide strategic direction on order management, outbound logistics coordination, and customer escalations.
• Drive improvements in outbound logistics efficiency, including carrier selection, delivery window coordination, and cost reduction opportunities.
• Ensure customer order accuracy, delivery KPI performance (on-time, fill rate), and satisfaction metrics are tracked and continuously improved.
• Serve as an escalation point for complex customer issues, including delivery disputes, quality concerns, and account-level problems.

Supplier & Stakeholder Relationships

• Oversee third-party logistics and warehouse partners, ensuring consistent service levels and contractual compliance.
• Maintain strong relationships with domestic co-manufacturers, challenging current operations to find innovative solutions.
• Coordinate closely with Valio Finland and Valio Estonia counterparts on procurement, exportation, and supply planning for imported products.

Customs Compliance, Import Regulations & Regulatory Management

• Serve as a resource and subject matter expert on U.S. customs valuation, import regulations, and trade compliance.
• Provide strategic oversight to Valio USA’s USDA Dairy Tariff-Rate Quota (TRQ) license portfolio and Designated License Application.
• Oversee Valio USA’s CTPAT (Customs-Trade Partnership Against Terrorism) program, including annual renewal execution and audit/revalidation findings.

Systems, Analytics & Continuous Improvement:

• Maintain standard costs in SAP, including item setup and BOM management.
• Lead the development of standard operational reports and supply chain performance dashboards in PowerBI.
• Partner with the Manager of Data Governance & Financial Operations on system integrity, ERP data accuracy, and operational reporting needs.
• Analyze supply chain performance metrics and drive continuous improvement initiatives to reduce costs, improve service levels, and build organizational resilience.
• Assist in the New Product Development process, particularly for imported SKUs.
• Support the utilization and adoption of AI-driven tools and digital transformation initiatives within the operations function.

QUALIFICATIONS

• 10+ years of progressive operations and supply chain management experience, with a minimum of 5 years in a leadership role directly managing a high performing team
• Demonstrated expertise in U.S. customs regulations, customs valuation, and import compliance for food/dairy products (USDA, FDA, CBP, CTPAT)
• Direct experience managing or overseeing USDA import licensing, Tariff-Rate Quota programs, and Designated License Application processes
• Experience managing and developing Customer Service teams, with demonstrated results in outbound logistics optimization and order management improvement
• Strong supplier relationship management and negotiation skills across multi-vendor domestic and international networks, including co-packers, freight forwarders, and 3PLs
• Proven ability to coach, mentor, and develop team members at multiple levels, with a track record of building team capabilities and reducing key-person dependencies
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Excellent interpersonal skills and communication skills -both verbal and written – with experience presenting to leadership
• Excels at operating in a fast-paced, dynamic environment
• Strong negotiation skills
• Highly proficient with Microsoft Office Suite (Excel, Word, Outlook, PowerBI)
• Experience with ERP systems (SAP strongly preferred) — including standard costs, BOM management, POs, goods receipts, and inventory transactions
• Experience leading or supporting AI-driven initiatives or digital transformation projects
• Willingness and ability to travel approximately 10% of the time; passport required for international travel

EDUCATION

• Bachelor’s degree in Business, Supply chain, Logistics or related field
• Master’s degree preferred.

WORK ENVIRONMENT

This is a hybrid position that requires a combination of remote and in-office work. The role involves working in a professional, collaborative office environment 2–3 days per week, with the remaining days remote. The office is equipped with standard business technology and ergonomic workstations. While working remotely, the employee is expected to maintain a productive home workspace with reliable internet access. The role is primarily sedentary, involving prolonged periods of computer and phone use. Occasional interaction with team members and other departments is required, both virtually and in person. The pace of work may vary depending on deadlines, particularly during month-end or billing cycles.

PHYSICAL REQUIREMENTS

• Ability to sit for extended periods while working at a desk, both in a home office and on-site.
• Manual dexterity to efficiently operate a computer, keyboard, calculator, phone, and other standard office equipment in both settings.
• Visual ability to read and interpret data on computer screens, spreadsheets, and printed documents.
• Ability to communicate effectively through phone, video conferencing, and email.
• Occasionally required to lift or move light office materials (e.g., files, mail, or supplies) weighing up to 20 pounds when on-site.
• Capacity to transition between remote and in-office work environments as scheduled.

COMPENSATION

The base compensation range for this role is $155,000–$170,000, plus a comprehensive benefits package and additional company offerings.

Valio USA is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, color, religion, creed, national origin, ancestry, sex, sexual orientation, gender identity or expression, age, marital status, disability, medical condition, genetic information, military or veteran status, or any other legally protected status.

Valio USA is committed to creating an inclusive environment for all employees and encourage individuals from all backgrounds to apply. Reasonable accommodations will be provided to applicants and employees with disabilities, as required by law, to perform the essential functions of this position.

How to apply

To apply for a position with Valio USA, please follow the steps below:

1. Download and complete the application form.
2. Ensure all sections of the application are filled out accurately and completely.
3. Attach any additional required documents, such as a résumé and cover letter.
4. Email the completed application and documents to recruiting@valio.com. Please include the job title you are applying for in the subject line of your email.

Important Notes

• Incomplete applications may not be reviewed.
• Only candidates selected for interviews will be contacted.
• Valio USA is an equal opportunity employer.