Job description

The Manager, Quality will lead the efforts to decrease returns, improve quality and increase customer satisfaction for Frontgate. Ensure all items, both direct and indirect sourced are safe and compliant while maintaining thorough and easily accessible test records. Increase company profitability through reductions in damages and returns, contributions to improved vendor management, delivering better quality leading to repeat purchases, and overall customer satisfaction. Create an environment and team that other teams rely on to problem solve.

Quality Management

• Import/regulations compliance – classify items in development, maintain required item records, ensure import and US regulations followed for each item
• Vendor quality chargebacks – submit recommendations to Director for final approval
• Partner with Transportation/Home Delivery team to solicit feedback on packaging, hardware, and instructions
• Review product for any quality concerns and determine corrective action plans as needed.
• Partner with CBI & Vendors to ensure new items are profiled and packaged in the safest and most cost-efficient manner

Project Management

• Identifies opportunities to improve overall quality efficiency
• Manage team with concurrent sourcing cycles in fast paced environment with competing projects and deadlines ensuring proper quality measures and guidelines are included.
• Ability to compile data and weekly reporting.
• Agent and Vendor Management
• Train and maintain established culture and quality expectations with each agent/vendor to Grandin Road routines and standards
• Proficiently manage vendors and agents for continuous performance improvement
• Communicate standards and protocols to Agents, Vendors, Sourcing and Merchant teams and ensure factories are using the same procedures.

Process Definition and Implementation

• Ensure proper import compliance and documentation for importing goods and oversee the execution of QA guidelines and procedures.
• Ensure Corrective Action Plans are in place as needed and monitor execution. Define AQL and process for remedy when failures occur
• Keep updated on all regulatory compliance needs and execution
• Keep Call Center updated on product, policy, and resources needed from the Brand
• Make sure all customer escalations and legal issues are managed properly and timely
• Analyze all avenues of customer feedback for product and process improvement opportunities to include but not limited to returns data, NPS, BV Reviews, Customer Feedback Survey, Stores’ Feedback, and Escalations
• In partnership with Director, define construction standards and product testing protocols
• Ensure we have clear and easy to follow instructions sheets available online
• Define packaging standards and ensure each pass testing
• Provide stocked and dropship parts processes for quick resolutions
• Monitor all types of compliance performance and returns to find ways to improve.
• Assist with executing special projects, strategic initiatives, and the use of 3rd parties

Team Development

• Build strong partnerships with internal and external teams, remove obstacles and work across teams to ensure projects and initiatives meet established deadlines
• Develop and refine Quality team documented processes
• Ensure the team maintains proper records for Compliance (quality, construction, packaging)
• Problem solves challenges and mentor team members with each
• Customer Reviews - Represent Sourcing and Grandin Road in all group decisions on the cross functional team
• Mentor team members to grow in experience and within their position

Preferred Education: Minimum Experience:

5 years Preferred Experience:

College degree required

5+ yrs experience in quality assurance role. Retail or Furniture experience preferred.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Relocation assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Quality assurance: 3 years (Preferred)

Work Location: Hybrid remote in West Chester, OH 45069

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