Senior Director, Manufacturing planning & Customer Service

Company Description

At Techo-Bloc, we’re entrepreneurial innovators who take pride in rolling up our sleeves and making things happen. With 9 cutting-edge manufacturing facilities, 13+ distribution centers, and over 900 employees across 20+ North American locations, we’re driven by bold growth, creativity, and a commitment to excellence—all within a collaborative and inclusive work environment.

Job Description

The Opportunity

Techo-Bloc has built a strong, high-performing Customer Experience and Planning organization — with engaged teams, trusted leadership, and a service model that supports our continued growth across North America.

It’s an opportunity to step into a strong foundation and scale what’s next

Role Snapshot

• Scope:  9 cutting-edge manufacturing facilities, 13+ distribution centers across North America
• Responsibility: Demand, Production & Distribution Planning + Customer Service
• Team: 30+ employees across North America
• Direct reports : 2 experienced Senior Managers overseeing teams + KPIs
• Focus: Strengthening the end-to-end customer promise (order-to-delivery)
• Location: Saint-Hubert (HQ-based leadership)

Why Customer Experience & Planning Together

We believe something simple: Customer experience is built upstream.

Customers experience one promise — availability, delivery, communication, reliability.
This role ensures Techo-Bloc can confidently commit — and deliver — at scale.

What You’ll Own

You are accountable for the full order-to-delivery experience, including:

• End-to-end planning visibility and delivery reliability
• Forecast alignment across plants, distribution, and customer needs
• Service standards and customer experience performance
• Technology enablement through Microsoft D365, automation, and AI
• Leadership development and organizational scalability

What You’ll Do

1. Lead Planning Excellence

• Oversee Demand, Production, and Distribution Planning rhythms
• Improve forecast accuracy, service levels, and operational predictability

2. Scale the Customer Promise

• Strengthen service excellence through proactive, consistent support
• Ensure customers have clear visibility into timelines and delivery expectations

3. Advance Technology & Modernization

• Continue unlocking D365 capabilities across planning and service workflows
• Introduce practical automation and AI tools that accelerate execution

4. Develop Leaders & High-Performing Teams

• Mentor senior leaders and support succession across the organization
• Foster accountability, collaboration, and continuous improvement

5. Drive Performance

• Own KPIs: service levels, throughput, forecast accuracy, productivity
• Own the S&OP cadence, driving alignment and execution across Sales, Operations, Supply Chain, and Finance.

What Success Looks Like

• Planning creates visibility, reliability, and confidence
• Customers experience fast, clear, proactive service
• Teams remain empowered, aligned, and high-performing
• Technology accelerates execution without disruption
• Customer Experience remains a competitive advantage as Techo-Bloc grows

Qualifications

• 10+ years senior leadership in manufacturing, planning, supply chain, and/or customer operations
• Proven success leading enterprise-scale operational organizations
• Strong people leadership and change execution
• Bilingual English / French required (English is required to serve our customers and suppliers based in the USA & outside QC) 
• Bachelor’s degree required
• ~10% travel across North America

Additional Information

What We Offer

• High-impact role reporting directly to the EVP
• Strong foundation, strong team, strong momentum
• Competitive compensation and benefits
• A true succession opportunity to scale a world-class organization