Account & Operations Manager

Location: Louisville, KY (on site, with some remote flexibility)

Reports To: Director of Growth

Employment Type: Full-Time, Permanent

Target Start: Q4 2026, ahead of site launch

Now Pac is a contract packaging company serving the consumer healthcare, pharmaceutical and consumer packaged goods sectors. We specialize in packaging, repacking and kitting programs for clients who require consistent quality, disciplined execution and a partner who understands regulated environments.

UPS holds a 50% indirect ownership stake in Now Pac. We are now establishing our first US operation, located inside a UPS warehouse facility in Louisville, Kentucky, with launch targeted for late 2026.

This is a combined role covering both site operations and client account management, created to lead Now Pac's US launch on the ground in Louisville.

The setup is deliberately lean. Warehouse labour and a floor supervisor are provided through a local staffing partner, and senior Now Pac leadership will be on site regularly through the launch period. This role is the permanent Now Pac presence connecting the two: running the operation day to day while owning the client relationships that fill it.

The client side is the more immediate priority. UPS is actively referring client opportunities into Now Pac from across its US network, and those relationships currently sit with Canadian leadership. Taking them on, qualifying new opportunities and converting them into running programs is the first order of business.

This is a hands-on, mid-level role with genuine scope. You will not have a large team or an established playbook. You will have a live site, real clients, direct access to leadership and the opportunity to grow into a broader leadership position as the US business scales.

• Own assigned US client accounts end to end, acting as the primary point of contact for all commercial and operational activity
• Take over management of client relationships currently held by Canadian leadership
• Qualify and convert client opportunities referred through the UPS US network, and develop additional US opportunities directly
• Prepare and present Now Pac capabilities, proposals and quotations to prospective clients
• Lead client onboarding and oversee programs from quotation through delivery
• Build long‑term partnerships, identifying opportunities for volume expansion, SKU growth and cost optimization

• Run day to day operations at the Louisville site, working alongside the staffing partner's supervisor and warehouse team
• Implement and maintain operational workflows, SOPs and quality standards consistent with Now Pac's Canadian operations
• Coordinate with UPS site stakeholders on facility, logistics and integration matters
• Manage production scheduling, material flow and program execution against client commitments
• Monitor and report on operational KPIs including OTIF, service levels, quality metrics and production adherence
• Troubleshoot operational issues directly, escalating to Canadian leadership where appropriate

• Work with suppliers and internal teams to ensure on-time material delivery and consistent quality
• Source and manage local US vendors and service partners as required
• Identify opportunities for material standardization and cost efficiency across the portfolio

• Establish repeatable processes for lead qualification, client onboarding and site operations as volume grows
• Assess temporary staff for potential permanent placement and support the transition to a permanent team over time
• Flag resourcing, capacity and capability gaps early to Canadian leadership
• Act as the voice of the US client and the…