ICQA Operations Manager Customer Fullfillment

Key Job 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 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, as well as exception handling; we’ll need you to ensure that process discipline is adhered to across all shifts and departments
• Ensure KPIs are reviewed on a daily, weekly, or monthly basis and perform control and quality analysis on any behaviours / processes that could impact on 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

• Bachelor’s degree or equivalent

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