Business Operations Support Lead

• Lead daily operational oversight across customer service, order management, warehouse coordination, and distribution to maintain service continuity in a medical device environment.
• Serve as the first escalation point for customer issues and order-to-cash challenges, negotiating resolutions and ensuring timely, high-quality responses.
• Provide coverage for the operations manager during absences, including representation in tactical forums, customer meetings, and regional calls.
• Collaborate with Regulatory Affairs and Quality Assurance (RA and QA), Finance, Field Implementation, and Americas-based shared services to align activities and resolve cross-functional issues.
• Ensure day-to-day compliance with Health Canada requirements and Applied Medical Quality Systems, partnering on inspections, renewals, standard operating procedures (SOPs), and regulatory documentation.
• Analyze operational and financial data, prepare dashboards and reports on key performance indicators (KPIs), and recommend actions that improve cycle times, accounts receivable aging, warehouse performance, and customer service metrics.
• Co-lead process improvement initiatives that streamline workflows, test hypotheses, pilot solutions, and scale successful practices that enhance customer experience and operational efficiency.
• Represent Applied Medical Canada in internal and external forums when delegated, maintaining strong relationships with customers, vendors, and logistics partners.

• Reduce end-to-end order cycle times and improve on-time, in-full performance through disciplined coordination and data-driven decision making.
• Drive product and process innovation by piloting improvements, capturing lessons learned, and scaling effective practices across teams.
• Ensure regulatory compliance by maintaining inspection readiness, accurate documentation, and adherence to Quality Systems and Health Canada requirements.
• Lead cross-functional initiatives that remove bottlenecks, enhance customer satisfaction, and strengthen collaboration with shared services.
• Deliver accurate reports and actionable insights that support budgeting, variance analysis, and cost-control initiatives in partnership with the operations manager.

• Hold a bachelor’s degree in business administration, economics, finance, operations management, or a related field (Bachelor of Science or Bachelor of Arts).
• Bring three to five years of progressive experience in business operations, customer service, business analytics, project implementation, or logistics.
• Demonstrate strong problem-solving and analytical skills, with the ability to interpret operational and financial data and convert insights into action.
• Communicate effectively in English, both written and verbal, with a customer-first mindset and professional negotiation skills.
• Apply working knowledge of accounts receivable and accounts payable, budgeting, reporting, and key performance indicators in an operations setting.
• Operate with a hands-on approach, stepping into tactical tasks to ensure continuity while balancing strategic projects.
• Use enterprise resource planning (ERP) systems such as SAP, customer relationship management (CRM) tools, and business intelligence (BI) or reporting tools such as Power BI.
• Build collaborative relationships across customer relations, warehouse, operations specialists, Regulatory Affairs and Quality Assurance, Finance, Field Implementation, and shared services.

Applied Medical