Senior Quality Manager Fulfillment Center (all genders)

Senior Quality Manager Fulfillment Center (all genders)

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Overview

Company Description More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year. We are on a mission to create joy for pets and their parents, driven by our core values of Care, Courage, Openness, and Simplicity. We grow, raise the bar for our customers and fuel a pet-first business.

We are hiring a Quality Program Manager who will be a key player in the operations set-up. This role lays the foundation for excellent customer experience by developing standards, training service provider training teams to zooplus standards and quality expectations, and ensuring compliant handling and bookkeeping of our inventory. Conducting quality and safety audits is part of our philosophy to support our partners to constantly improve.

Responsibilities

• Drive the strategic development of the quality-related topics within Fulfillment Operations
• Lead cross-departmental Quality Management meetings, including progress tracking and follow-up
• Deep dive into customer claims data for FCs and drive insightful findings to improve customer experience
• Leverage new technologies for improvement initiatives
• Steer quality projects and quality KPI improvements; create business cases and project one-pagers to prioritize quality initiatives and secure resources
• Collaborate with stakeholders such as Customer Care, Delivery Experience, Category Management, CIP, and Sample Center to drive quality improvements
• Plan, conduct, and follow up quality and safety audits at sites of our Service Partners (logistics service providers and product suppliers)
• Identify risks and opportunities in the Fulfillment Center landscape related to customer experience
• Create and execute learning strategies and programs; identify training needs and maintain materials
• Organize and coordinate training activities related to quality improvement
• Introduce Lean Management methodologies in the operations culture
• Support launches of new Fulfillment Centers across Europe to establish Zooplus quality framework
• Define the roadmap of Quality projects; develop training concepts for employees and instructors of service providers
• Develop and enhance training methodology, technology, and content (e-learning where applicable)

Qualifications

• Degree in engineering with a focus on logistics, business administration or comparable education
• At least 4 years of experience in quality assurance, running process improvement projects, and process documentation (e-commerce/B2C preferred)
• Experience implementing and designing quality management systems, ideally in a similar environment
• Strong knowledge in Excel and SQL; analytical, process-oriented, and data-driven
• Methodological competence in logistics operations, processes, and systems
• Documentation and presentation skills; attention to detail and thoroughness
• Hands-on mentality with ownership; open, enthusiastic, and positive
• Self-starter, result-oriented; able to work independently
• Understanding of e-commerce fulfillment processes; excellent verbal and written English
• Strong planning and organizational skills; proficient with MS Office
• High mobility and willingness to travel
• Experience leading medium to complex projects and effective delegation

Additional Information

With more than 1,000 passionate professionals located across 6 European offices, we believe success comes from working together and leveraging our international strengths. We offer a hybrid work setup: 60% in-office, 40% remote.

Benefits include: 20% discount in zooplus shop, internal and external training, team events, 28 vacation days plus days off on 24th and 31st of December, corporate gym rates, and a company mobile phone for work and personal use. zooplus is committed to equal opportunity and values diversity and inclusion.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Supply Chain
• Industries: Retail

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