Quality & Continuous Improvement Manager

NextTA•New York, NY

About The Position

The Quality & Continuous Improvement Manager is a builder role focused on establishing the operational foundation the warehouse currently lacks — documented processes, a performance measurement system, and a disciplined continuous improvement framework. In parallel, this role will launch the warehouse’s first outbound quality control function, starting lean and maturing into a repeatable inspection standard. The position also owns customer escalation management, serving as the operational point of contact when order quality issues reach the customer. This is a cross-functional role reporting directly to senior leadership and influencing through expertise, consistency, and operational credibility.

Requirements

3+ years in warehouse operations, supply chain, or logistics, with experience in process improvement, quality, or analytics.
Proven ability to build operational infrastructure from scratch — SOPs, KPI systems, or QC functions.
Strong analytical skills and comfort presenting operational data to leadership.
Experience handling customer escalations in a fulfillment or operations environment.
Hands-on experience writing SOPs in a fast-paced warehouse setting.
Ability to operate with minimal direction and set priorities based on operational gaps.

Nice To Haves

Continuous improvement methodology experience (Lean, Six Sigma, or equivalent) strongly preferred.

Responsibilities

Lead structured improvement initiatives across outbound and inbound operations.
Conduct root cause analysis on recurring errors and quality failures; drive corrective actions to completion and ensure sustainability.
Build a cadence of improvement through regular reviews, prioritized problem lists, and visible progress tracking.
Partner with operational managers to surface floor-level issues and translate them into solvable process problems.
Build the warehouse SOP library from the ground up — documenting actual workflows, standardizing them, and improving them over time.
Maintain current procedures as processes evolve; ensure SOPs are accessible and consistently followed.
Own onboarding and training documentation to support consistent execution across team leads and individual contributors.
Design and maintain dashboards, scorecards, and shift reports that provide reliable operational visibility.
Partner with managers to define meaningful targets and embed accountability into weekly performance rhythms.
Produce accurate performance data; identify trends, anomalies, and leading indicators before they escalate.
Own the weekly performance review cadence — preparation, facilitation, and follow-up.
Establish the warehouse’s first outbound QC function — define inspection criteria, build processes, and hire/develop 1–2 QC staff.
Focus initial QC on outbound order accuracy, ensuring orders are correct, complete, and meet shipment standards.
Track defect rates and accuracy metrics; use data to prioritize QC efforts.
Build toward a scalable, repeatable QC standard as the team grows.
Serve as the operational point of contact for escalations related to order quality, shipment accuracy, or fulfillment errors.
Investigate issues, identify root causes, and coordinate resolution across inbound and outbound teams.
Close the loop with customer-facing teams through clear findings and corrective actions.
Track escalation patterns to identify systemic issues and feed them into the improvement roadmap.