Warehouse Quality Manager

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