Senior Manager, Process Operations & Optimization

Company Overview

Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award‑winning printers, sewing machines, P‑touch labelers, and more. Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey.

BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brother’s Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru.

Brother has consistently been recognized as a best place to work, reflecting our commitment to fostering a workplace culture aligned with our core values of being inclusive, collaborative, customer‑centric, and socially responsible. We value work‑life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year‑round.

Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self‑paced learning.

The Senior Manager, Process Operations & Optimization, plays a critical role in strengthening marketing operations within the Customer Experience Center (CXC). This role builds, governs, and continuously optimizes the processes, systems, and operating models that enable teams to work more efficiently; eliminating duplication, breaking down silos, and improving how work is planned, resourced, and delivered.

The Senior Manager leads core operational functions including process governance, workforce and capacity management, workflow and tool enablement, project execution, and budget stewardship. In close partnership with senior stakeholders, this role establishes consistent, repeatable, and scalable ways of working that accelerate delivery, optimize the use of people, tools, and budgets, and increase transparency across teams.

This role leads through influence across multiple functions, shaping how teams plan, prioritize, and execute work. The Senior Manager thrives in complex environments and excels at translating ambiguity into clear, structured systems that drive results, build organizational resilience, and enable teams to focus on the work that matters most.

• Own the design, standardization, and governance of end‑to‑end CXC workflows to ensure consistency, scalability, and efficiency.
• Conduct ongoing assessments to identify inefficiencies, duplication, and opportunities for operational optimization across teams and functions.
• Develop, maintain, and govern scalable frameworks, playbooks, and standard operating procedures that enable repeatable and sustainable ways of working.
• Ensure governance and adoption remain tightly connected to drive long‑term operational improvement.
• Execute and support change initiatives related to new processes, tools, and operating models, ensuring effective planning, communication, training, and adoption across stakeholders.
• Partner with IT and Procurement to evaluate, implement, and support tools that drive process automation and operational optimization, ensuring alignment with operational priorities and enabling efficiency, transparency, and data‑informed decision‑making.
• Enable data‑driven decision‑making by improving access to operational insights, ensuring teams have clear visibility into priorities, capacity, and workflow performance.
• Establish and lead operational review cadences that surface performance trends, risks, trade‑offs, and improvement opportunities for senior leadership, enabling timely and informed decision‑making.
• Champion and reinforce a culture of continuous improvement across the CXC.

• Implement and maintain workforce and…