Head of Operational Excellence

Impilo•Philadelphia, PA

12h

About The Position

The Operational Excellence Manager owns operational process design, documentation, training, quality investigations, and continuous improvement across warehouse and customer support operations. This role is responsible for ensuring that all operational workflows are clearly defined, consistently executed, audited for compliance, and continuously improved as the business scales and new customers are onboarded. This role is the single owner of operational SOPs, training frameworks, complaint investigations, and process change management. It combines quality management, operational enablement, and continuous improvement into one accountable function.

Requirements

5+ years experience in operational excellence, quality management, or process improvement
Direct experience owning SOPs in warehouse, logistics, fulfillment, or support operations
Experience leading complaint investigations and root cause analysis
Strong understanding of training systems and process documentation
Ability to influence cross-functional stakeholders without direct authority

Nice To Haves

Experience in regulated or quality-sensitive environments (logistics, healthcare ops, 3PL, etc.
Familiarity with Lean, Six Sigma, or similar methodologies
Experience supporting new customer onboarding or operational scaling

Responsibilities

SOP Ownership & Process Governance
Own all operational SOPs, including: Internal operational SOPs Warehouse SOPs Customer support SOPs External and customer-facing operational documentation
Create new SOPs and update existing SOPs as processes evolve
Challenge existing workflows to improve efficiency, accuracy, and quality
Maintain SOP version control, approvals, and change documentation
Ensure SOPs remain aligned with operational reality and business needs
Complaint Investigations & Quality Management
Own and lead operational complaint investigations, including: Physical investigations within warehouse operations Workflow investigations across support and cross-functional handoffs
Perform root cause analysis and document findings
Define and implement corrective and preventive actions (CAPA)
Translate investigation findings into: SOP updates Training updates Process controls and improvements
Track trends in complaints to proactively drive operational improvements
Training, Certification & Enablement
Design and maintain role-based training programs for: Warehouse associates Customer support associates Other operational roles as required
Create and manage a training schedule aligned to SOP updates and operational needs
Build and own a badging / certification system to validate SOP competency
Partner with operations leaders to ensure training completion and effectiveness
Identify retraining needs based on audits, investigations, or performance gaps
Audit & Compliance
Audit operational adherence to SOPs across teams and facilities
Identify gaps between documented process and actual execution
Escalate non-compliance and recommend corrective actions
Support compliance, quality, and customer requirements through strong process discipline
Ensure operational readiness for audits, reviews, and customer inquiries
Continuous Improvement
Identify inefficiencies, risks, and failure points in operational workflows
Lead continuous improvement initiatives that improve: Accuracy Speed Scalability Quality
Submit, manage, and implement process change requests
Measure and report the impact of implemented improvements
New Business & Customer Onboarding Support
Partner with Sales, Operations, and other stakeholders to support new business onboarding
Translate new customer requirements into: Amendments to existing SOPs, or Creation of customer-specific SOPs
Ensure operational documentation and training are completed prior to go-live
Act as the operational process owner ensuring readiness for new customers and services