Head of Backlog & Exception Management NCA

About the Role

We are seeking a Head of Backlog & Exception Management NCA to join our North & Central America Supply Chain / Operations Excellence team. You will lead backlog and exception management activities across the region, ensuring transparency, prioritization, and timely resolution of order, delivery, and supply deviations. This role involves close coordination with commercial, operations, and supply chain stakeholders to improve delivery performance, customer satisfaction, and operational efficiency.

You will report to the Head of Supply Chain / Operations Excellence, NCA. This position is based in either Mesa, AZ, York, PA, or Brookfield, WI, with flexible hybrid working arrangements available. Limited travel within North and Central America may be required.

Team You Belong To

You will join a team of supply chain, operations, and performance management professionals passionate about enabling reliable deliveries, proactive issue resolution, and continuous improvement. The team focuses on end-to-end visibility, strong governance, and data-driven decision-making across the order-to-delivery process. Current initiatives include standardizing backlog management practices, developing exception resolution frameworks, and building performance dashboards.

The team collaborates closely with Sales, Customer Service, Operations, Planning, Logistics, Finance, and Global Supply Chain teams, as well as external partners. Team members are located across North America and selected global locations, fostering a culture of transparency, accountability, collaboration, and continuous improvement.

Responsibilities

• Lead regional backlog and exception management for NCA, ensuring clear ownership, prioritization, and resolution of delivery and order issues.
• Establish and maintain governance, routines, and reporting for backlog, exceptions, and delivery performance.
• Collaborate cross-functionally with Sales, Operations, Planning, and Logistics to resolve constraints and mitigate delivery risks.
• Analyze root causes, trends, and systemic issues impacting backlog and exceptions, driving corrective and preventive actions.
• Support demand-supply alignment by providing visibility and insights that enable proactive decision-making.
• Drive standardization and continuous improvement of backlog and exception management processes and tools.
• Prepare and present performance updates, risks, and recommendations to regional and global leadership.
• Act as a role model for Metso’s safety, values, and ways of working.

Requirements

• Strong experience in supply chain, operations, order management, or performance management within an industrial or manufacturing environment.
• Proven ability to manage complex backlogs and exceptions in cross-functional, matrix organizations.
• Strong analytical skills with the ability to turn data into actionable insights and decisions.
• Clear and confident communicator, able to influence stakeholders at different organizational levels.
• Structured and proactive mindset with a passion for continuous improvement and problem-solving.
• Experience with ERP systems, reporting tools, and performance dashboards.
• Ability to work effectively in a fast-paced, change-driven environment.

Nice to have: Experience in mining, aggregates, metals, or global B2B project-based industries.

Benefits

• An inspiring purpose: enabling sustainable modern life by transforming how minerals and metals are processed.
• Wellbeing and safety: access to occupational healthcare, generous benefits, mental well-being services, and a strong safety culture.
• Compensation and rewards: competitive salary and participation in Metso’s global incentive programs.
• Hybrid working possibilities: a flexible work environment supporting both collaboration and focus.
• A thriving culture: an inclusive, courageous, and caring culture where people are empowered to grow and succeed.
• Extensive learning opportunities: ongoing development, internal mobility, mentoring, and global career paths.
• Worldwide support: a strong global network of colleagues working together through open and honest communication.