ICQA Operations Manager Customer Fullfillment

Key Job Responsibilities ICQA Team Responsibilities

• Support safety programs and compliance to ensure a safe work environment for all Associates.
• Coordinate inventory control maintenance and random counts in accordance with network count strategies, ensuring compliance and consistency with SOX.
• Measure quality, inventory integrity, and accuracy while providing proactive feedback to the operations management team.
• Review and analyse customer complaints and any defect data, followed by development of corresponding action plans to reduce future incidents.
• Plan for and identify root causes of inventory deviation via cause and effect analysis.
• Participate and lead network-wide fulfilment & operations-focused quality initiatives.
• Strategic planning and forecasting, alongside assigning and directing work.
• Lead and supervise a team of area managers and hourly associates in Inventory Control / Quality Assurance operations within the Fulfillment Center.
• Manage Area Manager(s) in ICQA functions and drive team performance.
• Drive process improvements and ensure team members’ ability to keep pace with our rapid growth, while motivating others and reducing employee turnover.

• Gain expertise in key fulfillment center process paths and exception handling to ensure process discipline is adhered to across all shifts and departments.
• Ensure KPIs are reviewed daily, weekly or monthly and perform control and quality analysis on behaviours/processes that could impact inventory integrity.
• Collaborate with all department managers to identify and understand key projects, initiatives and system enhancements.
• Work with Loss Prevention teams to establish, influence and adhere to Loss Prevention policies and procedures.
• Liaise with Operations Managers, Senior Operations Managers and General Managers to aid the communication of all policies related to process discipline.
• Support in interviewing and hiring new Managers.

• Speak, write, and read fluently in English.
• Experience using data analysis, reporting, and forecasting to guide business decisions and solve problems.
• Experience in operations management of fulfillment or distribution centers.
• Experience in managing teams.
• Preferred:
  Bachelor’s degree or equivalent.

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