Regional Quality Manager

The Opportunity

Manages multiple site Quality managers to ensure fulfillment centers achieve desired inventory accuracy levels and maintain proper SOX inventory control measures always.  This role will serve as the liaison between the site quality team and the Head of US Inventory Control and Fulfillment Quality.  In this role, the individual will be responsible for understanding network provided KPIs, understanding the performance of the individual sites, effectively communicate expectations, and partnering with the site Quality and Operations teams to build control plans to achieve the overall network goals.  This role will require the ability to facilitate accurate root cause analysis, ongoing process improvement, and standardization across multiple locations in the effort to improve and sustain site quality performance.  This role will be responsible for the development of analytical skillsets within the site Quality leadership team.

Your Impact

• Oversee multiple sites across the QVC, zulily, and HSN network organized by region or building type.
• Responsible for the accuracy of approx. $350 million in product inventory
• Effectively support and manage network quality metrics
• Provide multiple sites from multiple brands with sound strategic plans to achieve desired inventory accuracy through use of analytics, process improvement, mentorship, and partnership.
• Provide regional status updates with deep level understanding of performance and root cause for designated sites
• Challenge, audit, and track SOX compliance requirements to ensure no risk is identified by internal or external auditors
• Hold site quality teams accountable to the required KPI performance and ensure that adequate root cause analysis is taking place to remedy any identified gaps in performance.
• Develop and execute daily, weekly, and monthly action plans that improve quality and service for sites/ region.
• Partner with appropriate technical resources to design and build tools allowing site teams to effectively perform, measure, and report tasks and conditions.
• Drive creation of quality initiatives and process change initiatives to enable the sites/ region to meet and exceed business plans.
• Traveling to sites to observe, investigate, and create quality initiatives.
• Develop partnerships with business groups to participate and support all network initiatives that may have an impact on internal building quality and customer experience.
• Drive customer experience improvements via:
• Ensure sites have sound quality plan for the execution of customer orders to promote positive customer experience regarding accuracy and timeliness of shipments.
• Customer reported data, analysis, root cause, and countermeasure implementation
• Effectively manage quality team cost and impact to fulfillment centers
• Plan site staffing levels in accordance with network budget guidance
• Drive efficiency improvements throughout the quality teams through process rate improvement, analysis for effectiveness of count and audit strategies, and accountability.
• Perform benchmark performance analysis to drive efficiency standardization.
• Effectively manage career development of site Quality leadership
• Ensure all Quality leaders in the region have a sound understanding of basic analytics and root cause analysis techniques using Six Sigma or Lean concepts.
• Foster culture of continuous improvement in quality through assigning and coaching leaders through quality improvement projects.
• Strong skills in leadership of people to balance objectives of a great employee experience, customer service, and financial performance.
• Strategic thinking and planning skills to best optimize network resources and understand how to drive change to improve performance and service levels.
• Ability to drive projects and initiatives to drive cost savings and/ or improve service to our customers through network and process improvements in coordination with our FCs.
• Subject matter expert in inventory control, internal controls auditing, and other fulfillment quality aspects.
• Ability to effectively perform deep level analytics and facilitate Six Sigma or Lean continuous process improvement.
• Must have strong verbal and written communication to deliver information, updates, and presentations to Sr. levels

What You Bring

• Bachelor’s Degree in Business, Supply Chain, or Engineering required, or significant relevant experience.  Master’s Degree preferred.
• Must be willing to travel as needed, up to 50%.
• 5 years in leading large-scale fulfillment center operations and leaders, specifically in the direct to customer distribution arena.
• 3 years with multiple operation inventory or quality control experience.
• Experience with Six Sigma or Lean techniques required
• Experience performing root cause analysis and driving quality improvements in an operations environment.

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