Manager, Quality Assurance

The RealReal•Phoenix, AZ

18d•$73,440 - $95,000•Remote

About The Position

The Manager, Quality Assurance is a managerial role, that will be responsible for leading the daily operations of the Inbound Merchandising Operations and Quality Control teams. This person will focus on creating and maintaining operational efficiencies and upholding service levels to standard, while continuously looking for ways to optimize process and SOP. The teams they lead focus on conducting various quality control audits, error correction reviews, and investigate customer relations escalations. Various special projects will be assigned as needed, typically to test a new workflow or generate insights around an existing process where there is room for improvement. Additionally, this person will be responsible for deep diving moderately large data sets across multiple concepts/tasks and be well skilled at distilling information into a clear point of view that can be presented effectively amongst a cross-functional audience.

Requirements

Proven ability to manage performance using operational KPIs such as Quality Control (QC), Units Per Hour (UPH), and Service Level Agreements (SLAs)
Experience managing case or issue resolution queues (e.g., Zendesk, Salesforce, Jira) in a fast-paced, high-volume environment
Strong analytical skills with the ability to interpret medium/large datasets, identify trends, and drive data-informed decisions
Strong proficiency in Excel/Google Sheets and dashboard tools (e.g., Looker, Tableau) for tracking, reporting, and root cause analysis
Clear, concise written and verbal communication skills, with experience presenting findings and recommendations to leadership
Demonstrated success in driving cross-functional initiatives, improving operational workflows, and reducing inefficiencies
Comfortable in ambiguity with strong organizational and prioritization skills

Nice To Haves

5+ years of experience in quality assurance, operations, and people leadership in an e-commerce, or logistics fast paced environment.
Experience scaling QA programs or implementing quality frameworks
Familiarity with root cause analysis tools and techniques
Experience with automation tools or workflow optimization platforms
Prior exposure to product authentication, fraud detection, or risk mitigation processes (especially relevant if this is resale/luxury space)
Track record of mentoring team members and building high-performing teams
Experience working cross-functionally with Engineering, Product, or Data teams to influence tool development or process automation
Advanced proficiency in data tools (e.g., SQL, Looker, Power BI) and Excel/Google Sheets for deeper performance insight and forecasting

Responsibilities

Own team development by ensuring clear feedback loops exist and skill based growth plans are in place for each employee.
Lead the engagement strategy for your teams and ensure that recognition is given in complement to performance management.
Lead the time and attendance analysis at the org level to understand team capacity vs demand, maintain an operational forecasting model, and deliver equitable measurement standards for all employees.
Ensure operational spend (payroll, supply, and recognition), does not exceed the budget and be able to articulate where trade offs or overages may need to occur.
Manage daily operational planning, including re-forecasting projections vs. actuals, summarizing prior day/weekly performance, and presenting findings to the leadership team as needed.
Oversee multiple Zendesk queues to ensure timely and accurate investigations and resolutions across a variety of issue types.
Drive performance management of direct teams, maintaining standards for speed (UPH) and quality (QC) to meet or exceed operational goals.
Verify equitable and consistent Quality Control (QC) sampling across all Inbound teams to uphold fair evaluation standards.
Collaborate cross-functionally to identify and resolve operational backlogs or aged inventory; analyze root causes and recommend SOP updates or develop new workflows to prevent recurrence.
Analyze operational dashboards and spreadsheets to identify performance trends, process inefficiencies, and deviations from forecasted outcomes.
Support profitability by monitoring aged inventory across departments, conducting root cause analyses (human error vs. automation), and driving corrective actions to improve time-to-site readiness.
Proactively identify risks in the Inbound pipeline that could lead to customer dissatisfaction or brand impact, and escalate as needed.
Consolidate QC audit data to detect systemic training gaps or process deficiencies, and partner with relevant stakeholders to drive continuous improvement.