Quality Returns Manager

The Quality & Returns Manager is responsible for the end‑to‑end management of incoming quality inspections and consumer returns of defective merchandise, combining quality leadership with hands‑on warehouse execution. This role owns the physical and system flow of returned and nonconforming products, ensuring timely inspection, accurate inventory transactions, proper disposition, and continuous improvement of quality outcomes.

• Oversee physical receipt, inspection, segregation, and storage of incoming materials and returned goods within the warehouse.
• Manage end‑to‑end inspection and processing of consumer returns, including defect validation and warranty determination.
• Partner with Customer Service to ensure timely resolution and accurate defect classification.
• Ensure all inspection results and disposition decisions are accurately transacted in inventory and quality systems.
• Maintain inventory accuracy for inspected, quarantined and returned materials in coordination with Warehouse Operations, Finance and Supply Chain.
• Determine and approve final disposition of nonconforming and returned products (scrap, rework, return‑to‑vendor, release).
• Lead Corrective and Preventative Action (CAPA) activities by identifying root causes, tracking trends, and verifying effectiveness of corrective actions.
• Work with suppliers, Engineering, and internal stakeholders to resolve quality issues and prevent recurrence.
• Communicate quality trends, risks, and status of corrective actions to management and business partners.
• Supervise, train, and develop inspection and returns personnel to meet operational and quality objectives.
• Plan labor and inspection capacity to support return volumes and inspection throughput targets.
• Ensure safe handling and storage of defective and returned materials in compliance with warehouse and safety standards.
• Drive continuous improvement initiatives to reduce defects, improve inspection cycle time, and enhance data visibility.
• Other duties as assigned.

• Associate degree or equivalent work experience required; bachelor’s degree preferred
• 2+ years of supervisory experience in warehouse, manufacturing, or quality operations
• Experience with inventory management systems, QMS, and CAPA processes
• Strong analytical skills: advanced Excel proficiency preferred
• Lean, Six Sigma, or Root Cause Analysis certification preferred
• Strong organizational and prioritization skills
• Proven ability to lead, train, and motivate teams
• Excellent problem‑solving and decision‑making capabilities
• Clear verbal and written communication skills
• Customer‑focused mindset with strong cross‑functional collaboration

Equal Opportunity Employer

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