Position Summary
The Director of Information Technology & Customer Operations is a senior leadership role responsible for the expansion, modernization, and continuous improvement of the company’s core Time-Critical Operating System (TCOS), supplier compliance platform, and global client portal.
This position drives digital transformation across mission-critical workflows, compliance monitoring, and client visibility, ensuring technological excellence within a high-performance, time-sensitive logistics environment.
In addition, the role directly manages the Customer Service team based in Paris, ensuring operational excellence, SLA adherence, and client satisfaction across global accounts.
Core Responsibilities
1. Time-Critical Operating System (TCOS) Strategy & Optimization
- Lead strategic expansion and modernization of the company’s operating platform.
- Improve automation across dispatch, milestone tracking, exception management, and invoicing workflows.
- Enhance system scalability to support global growth.
- Develop real-time performance dashboards and analytics tools.
- Ensure system resilience, uptime, and business continuity standards.
2. Supplier Compliance Application Leadership
- Oversee development and continuous improvement of the digital supplier compliance platform.
- Strengthen automated qualification, audit management, and supplier performance scoring.
- Ensure adherence to GDP, GxP, ISO, and internal governance frameworks.
- Enhance audit readiness and regulatory transparency capabilities.
3. Client Portal Expansion & Digital Experience
- Expand enterprise client portal capabilities including real-time tracking, KPI dashboards, and analytics.
- Improve user experience and customization features.
- Lead integration initiatives with client ERP and supply chain platforms.
- Position digital capabilities as a competitive differentiator.
4. IT Strategy & Digital Innovation
- Develop and execute the global IT roadmap aligned with corporate growth strategy.
- Evaluate emerging technologies including automation, AI, and predictive analytics.
- Ensure cybersecurity, data governance, and infrastructure integrity.
- Manage external vendors and system integrators.
5. Customer Service Leadership – Paris
- Directly manage and develop the Paris-based Customer Service team.
- Establish and monitor KPIs including response times, SLA adherence, and exception resolution.
- Drive a culture of urgency, accountability, and precision in time-critical environments.
- Support escalation management for high-value and mission-critical accounts.
Required Experience
- 15+ years of leadership experience within time-critical logistics or mission-critical supply chain environments.
- 10+ years in senior leadership roles overseeing time-critical operations and customer service teams.
- Demonstrated experience managing high-performance operational environments where precision and reliability are essential.
- Proven track record leading enterprise operating systems supporting 24/7 time-sensitive logistics.
- Strong background integrating technology with real-time operational execution.
- Deep understanding of time-critical logistics models, KPI governance, SLA management, and regulatory frameworks (GDP, GxP, ISO).
Reporting To: Executive Vice President (EVP)
Company: Global Time-Critical Logistics Provider