The Quality & Continuous Improvement Manager is a builder role. In the near term, the primary focus is establishing the operational infrastructure that the warehouse currently lacks: documented processes, a performance measurement system, and a discipline of continuous improvement. Alongside that foundational work, this role will stand up the warehouse's first outbound QC function - starting lean and building toward a repeatable inspection standard - and will own customer escalation management, serving as the operational point of contact when order quality issues reach the customer. This is a cross-cutting role that serves both domains, reports directly to the VP, and earns influence through expertise and consistency rather than direct authority.

ROLE AND RESPONSIBILITIES:

Continuous Process Improvement

• Identify and lead structured improvement initiatives across outbound and inbound operations
• Run root cause analysis on recurring errors and quality failures; drive corrective actions to completion and verify they stick
• Build a cadence of improvement - regular reviews, prioritized problem lists, and visible progress tracking
• Partner with domain managers to surface floor-level issues and translate them into solvable process problems

SOP Ownership

• Build the warehouse SOP library from the ground up - document how work is actually done, then standardize and improve it
• Keep procedures current as processes evolve; ensure SOPs are accessible and followed, not just written
• Own the onboarding and training documentation that supports consistent execution across team leads and ICs

Data Analytics & KPI Ownership

• Own the KPI infrastructure - design and maintain dashboards, scorecards, and shift reports that give leadership and managers reliable operational visibility
• Partner with domain managers to define meaningful targets and build team lead accountability into the weekly performance rhythm
• Produce consistent, accurate performance data; flag trends, anomalies, and leading indicators before they become crises
• Own the weekly performance review cadence - prepare, facilitate, and follow up

Outbound QC (Build-Out)

• Stand up the warehouse's first outbound QC function - define inspection criteria, build the process, and hire/develop 1-2 QC staff
• Focus initial QC coverage on outbound order accuracy: verify orders are correct, complete, and meet shipment standards before leaving the building
• Track defect rates and order accuracy; use data to prioritize where QC attention has the most impact
• Build toward a repeatable, scalable QC standard that can expand as the team grows

Customer Escalation Management

• Serve as the operational point of contact for customer escalations related to order quality, shipment accuracy, or fulfillment errors
• Investigate escalations, identify root cause, and coordinate resolution across outbound and inbound as needed
• Close the loop with the customer-facing team with clear findings and corrective actions
• Track escalation patterns to identify systemic issues and feed them back into the improvement roadmap

Key Metrics

• Outbound order accuracy rate
• Customer escalation volume and resolution time
• SOP coverage % (documented and current)
• KPI scorecard cadence and accuracy
• CI project completion rate
• Error recurrence rate (post-corrective action)

DESIRED QUALIFICATIONS:

• 3+ years in warehouse operations, supply chain, or logistics, with a track record in process improvement, quality, or analytics
• Experience building operational infrastructure from scratch - SOPs, KPI systems, or QC functions - not just inheriting and maintaining them
• Strong analytical skills: comfortable designing dashboards, interpreting operational data, and presenting findings to leadership
• Experience handling customer escalations in an operations or fulfillment context; able to investigate, communicate clearly, and close the loop
• Hands-on experience writing SOPs in a fast-moving warehouse or fulfillment environment
• Continuous improvement methodology experience (Lean, Six Sigma, or equivalent) strongly preferred
• Ability to operate with minimal direction - this role sets its own agenda based on where the biggest gaps are

Competencies

• Builder mindset - energized by creating structure where little exists; doesn't need things to be figured out to get started
• Analytical rigor - builds systems and data infrastructure that hold up under scrutiny
• Influence without authority - earns credibility with domain managers through expertise, consistency, and follow-through
• Customer orientation - treats escalations as signal, not noise; takes quality failures personally
• Operational credibility - has been on the floor; understands how warehouse work actually gets done and why processes break

*The salary range reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position is up to $XXXXXX annually. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process.

Keywords: Warehouse, QualityManager, WarehouseQuality