Quality & Continuous Improvement Manager

Quality & Continuous Improvement Manager The Quality & Continuous Improvement Manager is a builder role focused on establishing the operational foundation the warehouse currently lacks — documented processes, a performance measurement system, and a disciplined continuous improvement framework. In parallel, this role will launch the warehouse’s first outbound quality control function, starting lean and maturing into a repeatable inspection standard. The position also owns customer escalation management, serving as the operational point of contact when order quality issues reach the customer. This is a cross-functional role reporting directly to senior leadership and influencing through expertise, consistency, and operational credibility. Role & Responsibilities Continuous Process Improvement Lead structured improvement initiatives across outbound and inbound operations. Conduct root cause analysis on recurring errors and quality failures; drive corrective actions to completion and ensure sustainability. Build a cadence of improvement through regular reviews, prioritized problem lists, and visible progress tracking. Partner with operational managers to surface floor-level issues and translate them into solvable process problems. SOP Ownership Build the warehouse SOP library from the ground up — documenting actual workflows, standardizing them, and improving them over time. Maintain current procedures as processes evolve; ensure SOPs are accessible and consistently followed. Own onboarding and training documentation to support consistent execution across team leads and individual contributors. Data Analytics & KPI Ownership Design and maintain dashboards, scorecards, and shift reports that provide reliable operational visibility. Partner with managers to define meaningful targets and embed accountability into weekly performance rhythms. Produce accurate performance data; identify trends, anomalies, and leading indicators before they escalate. Own the weekly performance review cadence — preparation, facilitation, and follow-up. Outbound QC Build-Out Establish the warehouse’s first outbound QC function — define inspection criteria, build processes, and hire/develop 1–2 QC staff. Focus initial QC on outbound order accuracy, ensuring orders are correct, complete, and meet shipment standards. Track defect rates and accuracy metrics; use data to prioritize QC efforts. Build toward a scalable, repeatable QC standard as the team grows. Customer Escalation Management Serve as the operational point of contact for escalations related to order quality, shipment accuracy, or fulfillment errors. Investigate issues, identify root causes, and coordinate resolution across inbound and outbound teams. Close the loop with customer-facing teams through clear findings and corrective actions. Track escalation patterns to identify systemic issues and feed them into the improvement roadmap. Key Metrics Outbound order accuracy Escalation volume and resolution time SOP coverage (documented and current) KPI scorecard cadence and accuracy Continuous improvement project completion rate Error recurrence rate after corrective action Desired Qualifications 3+ years in warehouse operations, supply chain, or logistics, with experience in process improvement, quality, or analytics. Proven ability to build operational infrastructure from scratch — SOPs, KPI systems, or QC functions. Strong analytical skills and comfort presenting operational data to leadership. Experience handling customer escalations in a fulfillment or operations environment. Hands-on experience writing SOPs in a fast-paced warehouse setting. Continuous improvement methodology experience (Lean, Six Sigma, or equivalent) strongly preferred. Ability to operate with minimal direction and set priorities based on operational gaps. Competencies Builder mindset — energized by creating structure where little exists. Analytical rigor — builds systems and data that withstand scrutiny. Influence without authority — earns credibility through expertise and consistency. Customer orientation — treats quality failures as signals to improve. Operational credibility — understands how warehouse work is done and why processes break. Liza Klein -NextTA