Responsibilities

The Product Operations Manager sits within the Atomic Spectrometry team. This role is the operational engine of the product line; addressing every quality issue, supply chain disruption, customer escalation, and procurement challenge so that the Strategic Product Manager can remain focused on strategy and NPIs without interruption.

Location: On site Monday-Friday in our Woodbridge, Ontario office.

Escalation Management

• Serve as the primary point of contact for all quality escalation issues, from production defects, field failures, and customer complaints; triaging, owning, and driving to resolution
• Manage cross-functional escalation resolution involving Quality, Service, Manufacturing, and Customer Support teams
• Maintain a live escalation tracker and provide regular status reporting to the VP Product Line and Senior Director
• Escalate to the Strategic Product Manager only when an issue has direct roadmap or lifecycle implications

Supply Chain & Capacity

• Own supply chain issue resolution for the product line: parts shortages, lead time problems, supplier quality issues
• Provide capacity planning inputs and production schedule visibility to support AOP and NPI planning
• Monitor inventory health, backlog, and on-time delivery performance in partnership with Supply Chain and Operations

Procurement & Sourcing Support

• Coordinate with R&D and the procurement team on supplier qualification, RFQ processes, and vendor management for the product line
• Support “make vs. buy” decisions and cost improvement initiatives by providing product-line context and requirements
• Manage vendor relationships and performance tracking for key product line suppliers

Sustaining Engineering Coordination

• Prioritize and manage the sustaining engineering backlog in partnership with R&D: bug fixes, component changes, regulatory updates.
• Own the triage process for field-reported product issues that require engineering investigation
• Ensure sustaining engineering resources are allocated to the highest-impact issues

Cross-functional Coordination

• Act as the product line's operational liaison with Quality, Manufacturing, Supply Chain, Service, and Customer Support functions
• Represent the product line in operational review meetings and escalation forums
• Provide operational data and insights to support AOP planning and quarterly business reviews

Basic Requirements

• Bachelor’s degree in Engineering, Operations, Supply Chain, Chemistry, or a related field
• Minimum 5 years of experience in product operations, supply chain, quality management, or related functions in a high-tech or scientific instrumentation environment
• Strong understanding of quality management systems and escalation processes
• Experience working cross-functionally with Quality, Manufacturing, Supply Chain, and Customer Support teams
• Excellent organizational and project management skills - comfortable managing multiple open issues simultaneously

Preferred Characteristics

• Experience with analytical instrumentation or laboratory equipment products
• Familiarity with SAP or similar ERP systems
• Experience with sustaining engineering processes and backlog management
• Strong data analysis skills - ability to track, trend, and report operational metrics
• Demonstrated ability to drive issues to closure in complex, matrixed organizations

The annual compensation range for this full-time position is $100,000.00  to $122,000.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.