Description
MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.
We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career.
The Quality & Continuous Improvement Manager is a builder role. In the near term, the primary focus is establishing the operational infrastructure that the warehouse currently lacks: documented processes, a performance measurement system, and a discipline of continuous improvement. Alongside that foundational work, this role will stand up the warehouse’s first outbound QC function — starting lean and building toward a repeatable inspection standard — and will own customer escalation management, serving as the operational point of contact when order quality issues reach the customer. This is a cross-cutting role that serves both domains, reports directly to the VP, and earns influence through expertise and consistency rather than direct authority.
ROLE AND RESPONSIBILITIES:
Continuous Process Improvement
- Identify and lead structured improvement initiatives across outbound and inbound operations
- Run root cause analysis on recurring errors and quality failures; drive corrective actions to completion and verify they stick
- Build a cadence of improvement — regular reviews, prioritized problem lists, and visible progress tracking
- Partner with domain managers to surface floor-level issues and translate them into solvable process problems
SOP Ownership
- Build the warehouse SOP library from the ground up — document how work is actually done, then standardize and improve it
- Keep procedures current as processes evolve; ensure SOPs are accessible and followed, not just written
- Own the onboarding and training documentation that supports consistent execution across team leads and ICs
Data Analytics & KPI Ownership
- Own the KPI infrastructure — design and maintain dashboards, scorecards, and shift reports that give leadership and managers reliable operational visibility
- Partner with domain managers to define meaningful targets and build team lead accountability into the weekly performance rhythm
- Produce consistent, accurate performance data; flag trends, anomalies, and leading indicators before they become crises
- Own the weekly performance review cadence — prepare, facilitate, and follow up
Outbound QC (Build-Out)
- Stand up the warehouse’s first outbound QC function — define inspection criteria, build the process, and hire/develop 1–2 QC staff
- Focus initial QC coverage on outbound order accuracy: verify orders are correct, complete, and meet shipment standards before leaving the building
- Track defect rates and order accuracy; use data to prioritize where QC attention has the most impact
- Build toward a repeatable, scalable QC standard that can expand as the team grows
Customer Escalation Management
- Serve as the operational point of contact for customer escalations related to order quality, shipment accuracy, or fulfillment errors
- Investigate escalations, identify root cause, and coordinate resolution across outbound and inbound as needed
- Close the loop with the customer-facing team with clear findings and corrective actions
- Track escalation patterns to identify systemic issues and feed them back into the improvement roadmap
Key Metrics
- Outbound order accuracy rate
- Customer escalation volume and resolution time
- SOP coverage % (documented and current)
- KPI scorecard cadence and accuracy
- CI project completion rate
- Error recurrence rate (post-corrective action)
DESIRED QUALIFICATIONS:
- 3+ years in warehouse operations, supply chain, or logistics, with a track record in process improvement, quality, or analytics
- Experience building operational infrastructure from scratch — SOPs, KPI systems, or QC functions — not just inheriting and maintaining them
- Strong analytical skills: comfortable designing dashboards, interpreting operational data, and presenting findings to leadership
- Experience handling customer escalations in an operations or fulfillment context; able to investigate, communicate clearly, and close the loop
- Hands-on experience writing SOPs in a fast-moving warehouse or fulfillment environment
- Continuous improvement methodology experience (Lean, Six Sigma, or equivalent) strongly preferred
- Ability to operate with minimal direction — this role sets its own agenda based on where the biggest gaps are
Competencies
- Builder mindset — energized by creating structure where little exists; doesn’t need things to be figured out to get started
- Analytical rigor — builds systems and data infrastructure that hold up under scrutiny
- Influence without authority — earns credibility with domain managers through expertise, consistency, and follow-through
- Customer orientation — treats escalations as signal, not noise; takes quality failures personally
- Operational credibility — has been on the floor; understands how warehouse work actually gets done and why processes break
*The salary range reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position is up to $150,000-170,000 annually. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process.
Keywords: Warehouse, QualityManager, WarehouseQuality
MetTel is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.
To learn more about our company visit us at www.mettel.net
Similar jobs
Est. 41,600 USD
MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking…
Est. 130,000 USD
About us: YQN is a leading one-stop international logistics online services platform, offering comprehensive international logistics services, including FCL, LCL, air freight, rail service, trucking, customs clearance, w…
Est. 57,600 USD
About MISUMI Americas MISUMI Americas, a division of MISUMI Group, is a leading provider of standard, configurable, and custom manufacturing solutions. By integrating a vast catalog of components with a world-class digit…
Est. 65,000 USD
Berlin Packaging is the premier supplier of rigid packaging. With over $3 billion in revenue, we have grown 5x faster than the overall packaging industry since 1898. Chances are you enjoy products supplied by us every da…
Est. 85,000 USD
AST SpaceMobile is building the first and only global cellular broadband network in space to operate directly with standard, unmodified mobile devices based on our extensive IP and patent portfolio and designed for both…
Est. 85,000 USD
Company Overview Perry Ellis International, Inc. represents a diverse portfolio of lifestyle apparel brands. The Company, through its wholly owned subsidiaries owns and licenses nationally and with a brand portfolio of o…
Est. 118,000 USD
At Relativity Space, we’re building rockets to serve today’s needs and tomorrow’s breakthroughs. Our Terran R vehicle will deliver customer payloads to orbit, meeting the growing demand for launch capacity. But that’s ju…
Est. 75,000 USD
Are you ready to build a successful career in a trillion-dollar global industry? ITS Logistics is one of the fastest growing, exciting logistics companies in the United States providing creative supply chain solutions to…
Est. 105,000 USD
We’re ALTEN Technology USA, an engineering company helping clients bring groundbreaking ideas to life—from advancing space exploration and life-saving medical devices to building autonomous electric vehicles. With 3,000+…
Est. 85,000 USD
About Ubiquiti At Ubiquiti Inc., we create technology platforms for Businesses, Smart Homes, and Internet Service Providers, driven by our goal to connect everyone, everywhere. To date, Ubiquiti has shipped over 100 mill…
Est. 85,000 USD
About Us Founded in 1988, Marketech International Corp. (MIC) is a global technology and engineering company supporting semiconductor, high-tech manufacturing, cleanroom, and mission-critical facility projects. MIC provi…
Est. 75,000 USD
Who We Are We are changing the norm by being customer-focused, technology-led. viaPhoton is reimagining fiber optic manufacturing for the AI era. We design and deliver custom-engineered, end-to-end fiber connectivity sol…
Est. 62,500 USD
At Manhattan Beer and Beverage Distributors, our vision is to be the leading beer distributor in the market. Imagine building a business from the ground up, with nothing more than 1 truck, 4000 feet of warehouse space, 2…
Est. 110,000 USD
We’re ALTEN Technology USA, an engineering company helping clients bring groundbreaking ideas to life—from advancing space exploration and life-saving medical devices to building autonomous electric vehicles. With 3,000+…
Est. 76,950 USD
About Flexport: At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it. We’re shaping the future of a $10T industry with…
Est. 62,500 USD
At Manhattan Beer and Beverage Distributors, our vision is to be the leading beer distributor in the market. Imagine building a business from the ground up, with nothing more than 1 truck, 4000 feet of warehouse space, 2…
Est. 95,000 USD
AST SpaceMobile is building the first and only global cellular broadband network in space to operate directly with standard, unmodified mobile devices based on our extensive IP and patent portfolio and designed for both…
Est. 65,000 USD
Warehouse Supervisor What’s Our Vision and Purpose? At Manhattan Beer and Beverage Distributors, our vision is to be the leading beer distributor in the market. Imagine building a business from the ground up, with nothin…
Est. 102,500 USD
Quality Manager Qualastat Electronics & CEPA | Chandler, AZ Compensation: $90,000 – $115,000 (DOE) + bonus potential About Us Qualastat Electronics and C.E. Precision Assemblies (CEPA), both Trexon companies, are gro…
Est. 115,000 USD
Berlin Packaging is the premier supplier of rigid packaging. With over $3 billion in revenue, we have grown 5x faster than the overall packaging industry since 1898. Chances are you enjoy products supplied by us every da…
Est. 62,000 USD
Quality Inspector Western Partitions, Inc. (WPI) is one of the largest and most reputable interior and exterior contracting firms in the US. WPI provides superior contracting services for drywall, prefabrication, metal s…
Est. 155,000 USD
Associate Director of Ingredient Quality & Continuous Improvement (North America) We are looking for a high-impact leader to bridge the gap between Quality data and Operational execution. This is not a "desk job." As…
Est. 85,000 USD
Manufacturing QA/QC Manager Western Partitions, Inc. (WPI) is one of the largest and most reputable interior and exterior contracting firms in the US. WPI provides superior contracting services for drywall, prefabricatio…
Est. 87,500 USD
【Who we are】 YQN is a leading one-stop international logistics online services platform, offering comprehensive international logistics services, including FCL, LCL, air freight, rail service, trucking, customs clearance…
Est. 85,000 USD
As a member of the ShipBob Team, you will... Grow with an Ownership Mindset: We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle…
Est. 38,000 USD
Founded in 2020, unybrands is the next-generation brand accelerator platform built to acquire, integrate, and scale digital-first consumer brands. Headquartered in Miami, with offices in New York, London, Berlin, and She…
Est. 110,000 USD
About MISUMI Americas MISUMI Americas, a division of MISUMI Group, is a leading provider of standard, configurable, and custom manufacturing solutions. By integrating a vast catalog of components with a world-class digit…
Est. 95,000 USD
FLSA STATUS: Salary/Exempt DEPARTMENT: Quality SUPERVISOR: Quality Manager DIRECT REPORTS: No Position Summary Power Connector, LLC is entering a new and exciting phase of growth and opportunity filled with innovative an…
Est. 72,250 USD
At Manhattan Beer and Beverage Distributors, our vision is to be the leading beer distributor in the market. Imagine building a business from the ground up, with nothing more than 1 truck, 4000 feet of warehouse space, 2…
Est. 87,500 USD
【Who we are】 YQN is a leading one-stop international logistics online services platform, offering comprehensive international logistics services, including FCL, LCL, air freight, rail service, trucking, customs clearance…