About Brother
Brother is a integral organization with more than 115 years of history, recognized for delivering innovative solutions across home, office, and industrial markets.
With more than 30 years of presence in Mexico,
Brother Mexico
operates under our global promise,
"At your side,"
with a commitment to simplifying and enriching the lives of our customers, employees, and communities.
Our culture is driven by four core behaviors: Accountability, Authenticity, Boldness, and Excellence.
The Opportunity
Brother Mexico is seeking an Operations Director to lead and transform the company's Supply Chain, Customer Service, and Information Technology functions.
This senior leadership role will be responsible for strengthening operational performance, service excellence, supply chain effectiveness, and technology-enabled transformation across the Mexico business.
The Operations Director will lead the evolution of end-to-end planning, inventory optimization, customer experience, digital capabilities, and operational processes, ensuring the organization is positioned to support sustainable and profitable growth.
As a key member of the leadership team, this role will partner closely with Sales, Marketing, Finance, HR, regional teams, and global stakeholders to translate business priorities into scalable operational strategies and capabilities.
Key Leadership Accountabilities
Operational Strategy & Organizational Leadership
Define and lead the operations strategy for Mexico, ensuring strong alignment with business priorities and corporate objectives.
Lead the Supply Chain, Customer Service, and IT organizations, creating clear accountability, priorities, and performance expectations.
Establish and evolve operational KPIs, governance, processes, and management routines to improve business performance.
Build organizational capability through talent development, coaching, succession planning, and effective workforce leadership.
Drive a culture of continuous improvement, collaboration, accountability, and operational excellence.
Act as a strategic business partner to senior leadership, providing insights and recommendations on operational risks, opportunities, and investment priorities.
Supply Chain & S&OP;
Lead the end-to-end Supply Chain agenda, including
Demand Planning,
Supply Planning, Procurement, S&OP;, inventory management, and supply allocation.
Own and continuously strengthen the monthly Sales & Operations Planning (S&OP;) process in partnership with Sales, Marketing, Finance, and other key stakeholders.
Ensure demand and supply plans support commercial priorities while maintaining appropriate inventory and service levels.
Improve forecast accuracy, inventory productivity, product availability, and working capital performance.
Identify and implement opportunities to improve supply chain agility, cost efficiency, and operational resilience.
Strengthen planning processes, systems, and decision-making capabilities across the organization.
Customer Service & Customer Experience
Define and lead the strategy for Customer Service and Customer Experience, including Warranty, Technical Assistance,



and Brand Protection.
Establish service models and standards that strengthen customer satisfaction, loyalty, and operational efficiency.
Continuously improve the customer journey through process redesign, technology, data, and cross-functional collaboration.
Monitor customer service and experience KPIs and translate insights into actionable improvement plans.
Lead the effective management of service partners, resources, budgets, and operational capabilities.
Partner with Sales, Marketing, and other teams to deliver a consistent and integrated customer experience.
Information Technology & Digital Transformation
Define and execute the Mexico IT and technology strategy in alignment with business and operational priorities.
Lead technology-enabled transformation initiatives that improve productivity, visibility, scalability, and decision-making.
Ensure infrastructure, enterprise systems, and technology services effectively support business continuity and growth.
Strengthen IT governance, cybersecurity, technology risk management, and process controls.
Oversee technology investments, vendors, contracts, and budgets with a strong focus on business value and cost optimization.
Partner with regional and global IT teams to ensure alignment with enterprise architecture, systems, and technology standards.
Business Transformation & Continuous Improvement
Identify opportunities to simplify, automate, and redesign processes across the organization.
Lead cross-functional transformation initiatives that improve efficiency, customer experience, and business performance.
Use data, technology, and operational insights to support stronger decision-making and scalable ways of working.
Drive adoption of new systems, processes, and operating models through disciplined change leadership.
Establish a continuous improvement mindset across operational teams and business partners.
Financial & Performance Management
Lead operational budgeting, resource planning, and investment prioritization across Supply Chain, Customer Service, and IT.
Establish and monitor key performance indicators related to
service levels,
inventory, forecast accuracy, cost, customer experience, technology performance, and productivity.
Evaluate operational performance against targets and implement corrective actions where required.
Balance service, cost, working capital, and business growth priorities to optimize overall enterprise performance.
Provide clear operational insights and recommendations to senior leadership through regular business reviews.
What We're Looking For
Bachelor's degree in Business, Supply Chain, Logistics, Engineering, or a related field.
MBA or other relevant postgraduate degree preferred.




10+ years of progressive Supply Chain and Operations experience, including leadership responsibility.
Deep experience across Demand Planning, Supply Planning, Procurement, Inventory Optimization, and S&OP.;
Demonstrated experience leading end-to-end planning processes and operational improvement initiatives.
Strong experience with enterprise planning and ERP platforms such as SAP S/4HANA, APO, IBP, or equivalent solutions.
Meaningful experience leading or overseeing Customer Service, Customer Experience, or customer-facing operations.
Experience leading multiple functions and cross-functional teams in a complex organization.
Experience supporting or leading IT, ERP, digital transformation, or technology-enabled process improvement initiatives.
Experience operating within a multinational or international organization strongly preferred.
Business-level fluency in English and Spanish.
Leadership Profile
The successful candidate will bring:
Strong enterprise and operational leadership capability.
Ability to connect strategy, processes, technology, and people to improve business performance.
Deep understanding of end-to-end Supply Chain and S&OP.;
Strong customer-centric mindset and understanding of service operations.
Ability to lead transformation and organizational change across multiple functions.
Strong analytical and problem-solving capability.
Ability to navigate complexity and make sound decisions with incomplete information.
Strong influencing and stakeholder-management skills across different levels of the organization.
Ability to build trust, align cross-functional teams, and drive consensus.
Strong financial and business acumen.
High level of organization, prioritization, and execution discipline.
Proven ability to develop leaders and high-performing teams.
Why Brother?
At Brother, we believe strong business performance and a positive employee experience go hand in hand.
Our benefits and ways of working include:
Hybrid work model.
Medical and life insurance.
Savings and financial benefit programs.
Family-focused benefits and leave programs.
Learning and professional development resources.
Additional paid days off throughout the year.
On-site parking at our Santa Fe office.
Our Culture
Our mission is to deliver on our "At your side" promise by simplifying and enriching the lives of our customers, employees, and communities.
Our cultural drivers — Accountability, Authenticity, Boldness, and Excellence — shape how we collaborate, make decisions, lead, and deliver results.
Brother Mexico's corporate office is located in Santa Fe, Mexico City.
Equal Employment Opportunity
Brother is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment where all employees are respected and valued.
We welcome applicants from all backgrounds and do not discriminate based on race, gender, age, disability, sexual orientation, or any other status protected by applicable law.
Ready to lead the next stage of operational excellence and transformation at Brother Mexico? We want to hear from you.

📌 Operations Director (Xico)
🏢 Brother México
📍 Xico