Job Description

Join Our Team at Foliot Furniture!

At Foliot Furniture, we design and manufacture durable, functional, and aesthetically pleasing furniture for the hospitality, education, and student housing sectors across North America. With over 30 years of expertise and an international presence (Canada, United States, United Kingdom), we deliver large-scale projects with precision, agility, and innovation. Driven by a culture of collaboration, performance, and continuous improvement, we provide an environment where operational excellence, customer experience, and employee fulfillment are top priorities. With locations in Saint-Jerome, Las Vegas, and Mirabel, our passionate team is committed to creating exceptional furniture in a dynamic setting where ideas come to life.


Reporting directly to the President & CEO, the Senior Director of Business Operations and Customer Experience oversees the entire customer journey, from quotation to delivery, ensuring seamless coordination between sales, purchasing, logistics, and operations. As the conductor of internal processes, this leader is responsible for optimizing efficiency, reducing costs, and delivering a consistent, high-quality customer experience. This strategic role also includes managing complex furniture delivery projects on construction sites.

What You'll Do

Supervise and streamline internal processes related to inside sales operations and logistics to ensure smooth and cost-effective execution. Act as a liaison between clients, sales teams, and operations to ensure clear communication regarding timelines, constraints, and deliveries. Collaborate closely with procurement and production departments to anticipate needs, prevent shortages, and optimize costs. Identify, map, improve, and implement business and logistics processes to enhance overall performance. Establish key performance indicators (KPIs) to monitor efficiency, service quality, delivery timelines, and customer satisfaction. Foster a culture of continuous improvement and accountability within teams. Lead the management of delivery projects on construction sites, ensuring coordination among internal and external stakeholders. Define project plans, schedules, resources, and tracking mechanisms to ensure commitments are met. Manage unforeseen events and risks related to projects while maintaining a high level of service. Develop an integrated vision of business operations aligned with Foliot's strategic goals. Promote synergies across markets (Canada, U.S., international) and departments to ensure a consistent customer experience. Lead, engage, and develop talent within the teams under your responsibility.

What You Bring

A strategic and comprehensive vision of business operations focused on customer satisfaction and performance. Inspiring leadership capable of rallying multidisciplinary teams around shared goals. A structured, results-oriented approach combining analytical rigor and operational insight. Strong ability to transform processes into drivers of efficiency, profitability, and customer experience. High adaptability in a fast-changing environment, with the ability to manage complexity and lead change confidently. A commitment to fostering collaboration, continuous improvement, and operational excellence within the organization.

Requirements

University degree in operations management, logistics, business administration, or a related field (MBA is an asset). 8 to 10 years of experience in project management, business operations, and customer service, ideally in an international manufacturing context. Proven ability to manage change, influence stakeholders, and unite teams around a common vision. Proficiency with ERP systems, performance management tools, and process optimization methodologies. Bilingualism (French/English) required.

Why Join Foliot?

Be part of something bigger: a human, committed, and innovative team where every person matters and contributes to real, meaningful projects--all in a modern, stimulating, and collaborative environment. Here, we take care of our people and encourage everyone to grow at their own pace.



Some of the benefits we offer:

Comprehensive group insurance and competitive compensation 24/7 telemedicine and an Employee and Family Assistance Program (EFAP) Retirement savings plan (RRSP) with employer contributions (DPSP) On-site bistro with freshly prepared meals, varied menus, and healthy options Fitness room conveniently located on-site Charging stations available for electric vehicles A vibrant social life and numerous company events A company culture that promotes well-being, inclusion, and professional development

Ready to take the next step? Apply today and become part of the Foliot Furniture team!