Senior Director, Customer Service

Company DescriptionAt 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 DescriptionAs Senior Director of Customer Service and Planning, you will elevate Techo‑Bloc into a world‑class, technology‑driven planning and service organization.Your mission: empower and mentor teams, build an exceptional planning engine, unlock the power of Microsoft D365 and AI, embed automation into our operations, and re‑imagine service across North America.🚀 Why Techo‑Bloc?Techo‑Bloc is where big ideas move fast.We’re innovators, builders, and disruptors in the design‑driven manufacturing space — raising the bar for customer experience, talent development, technology adoption, and operational excellence. We push boundaries. We scale boldly. We never stop evolving.We’re searching for a planning – driven, tech‑forward innovator, and relationship‑builder to elevate our Customer Service and Planning functions across North America. This is your moment.🌎 The OpportunityAs Senior Director, you will lead 30+ team members supporting 20 sites, 10 manufacturing plants, and 800+ customers across North America. Most of the team is based at our head office in Saint‑Hubert.Your first‑year impact includes:Strengthening and growing the next generation of leadersElevating customer experience with faster, proactive, tech‑enabled serviceIntroducing practical, value‑driven AI toolsStrengthening alignment across Sales, Operations, Logistics, and ITStrategic & Operational LeadershipElevate customer satisfaction through world‑class service standards, responsiveness, and omnichannel support.Instill a customer‑centric mindset rooted in proactive problem‑solving and continuous innovationLead Demand Planning, Production Planning, and Distribution Planning to ensure accuracy, reliability, and forward visibility.Improve service levels, forecast accuracy, production efficiency, digital conversion, and the end‑to‑end customer experience.Drive end‑to‑end planning excellence — creating visibility from sales forecast to plant capacity to customer delivery.Leadership, Relationships & Talent DevelopmentLead, mentor, and develop managers and supervisors across operations.Build leadership capability at every level through structured coaching, succession planning, and performance systems.Foster a high‑performance, data‑driven culture of accountability, collaboration, and continuous improvement.Strengthen alignment with Sales, Finance, IT, Marketing, and Logistics to drive unified execution.Oversee S&OP sessions and anchor the planning rhythm across the organization.Performance & Continuous ImprovementOwn and optimize KPIs including service levels, accuracy, throughput, digital performance, and productivity.Implement Lean methodologies and continuous improvement frameworks.Champion automation, digital evolution, and scalable modernization across all service and planning processes.Qualifications10+ years of combined senior leadership experience in manufacturing, supply chain, distribution, and/or customer service.Proven success leading enterprise‑level operational transformations.Ability to bridge strategy and execution across digital and physical environments.Exceptionally analytical with strong decision‑making and problem‑solving capability.Outstanding communication, influencing, and change‑leadership skills.Strong track record of developing talent and building high‑performing teams.Bilingual (French/English) is required; strong English skills are essential to support U.S. operations.Bachelor’s degree required.Approximately 10% travel across North America.Additional InformationWhat We OfferA stage to make big moves — real influence, real visibility, real transformation.A fast‑growing, thriving company where innovation is the norm.A high‑impact senior leadership role reporting directly to the EVP.A rare opportunity to transform and scale three interconnected, high‑value business functions.A competitive compensation and benefits package.