Warehouse Quality Manager

Company Overview

MetTel is a global leader in communications services offering a comprehensive range of managed solutions focused on secure connectivity and network mobility. Serving business and government clients, including many Fortune 500 companies, MetTel uses a broad technology portfolio and integrated partnerships alongside its private network to tailor solutions that enhance cost efficiency, innovation, and business focus.

Role Overview

The Quality & Continuous Improvement Manager role is instrumental in building and establishing foundational operational systems within the warehouse. This includes creating documented processes, implementing performance metrics, and fostering continuous improvement disciplines. The position will also launch the warehouse’s inaugural outbound quality control function and manage customer escalations related to order quality. Reporting directly to the Vice President, success in this role is achieved through expertise and consistent influence across domains.

Key Responsibilities

• Lead structured initiatives aimed at improving outbound and inbound warehouse operations.
• Perform root cause analyses for recurring quality and error issues, driving corrective actions and ensuring their effectiveness.
• Develop and maintain a regular improvement cadence with reviews, prioritized issue tracking, and visible progress metrics.
• Collaborate with domain managers to transform frontline operational challenges into resolved process improvements.
• Create, document, and standardize warehouse SOPs reflecting actual workflows; update continuously to keep them relevant and accessible.
• Own onboarding and training materials to ensure uniform execution by team leads and individual contributors.
• Design and maintain KPI dashboards, scorecards, and reports providing reliable operational visibility to leadership and management.
• Partner with domain leads to set meaningful performance targets and embed accountability in weekly performance reviews.
• Manage weekly performance review sessions, including preparation, facilitation, and follow-up actions.
• Establish and grow the first outbound quality control team focused on verifying order completeness, accuracy, and shipment standards before dispatch.
• Monitor defect rates and order accuracy to focus quality control efforts where they yield the greatest benefit, working towards scalable QC processes.
• Act as the operational contact for customer escalations involving order and shipment quality; investigate issues, coordinate resolution, and communicate findings back to customer-facing teams.
• Track escalation data to identify systemic problems and integrate solutions into the ongoing improvement roadmap.

Performance Metrics

• Outbound order accuracy rate
• Customer escalation frequency and resolution timelines
• Percentage of current and documented SOPs coverage
• KPI scorecard accuracy and adherence to review cadence
• Completion rate of continuous improvement projects
• Reduction in error recurrence after corrective actions

Qualifications and Experience

• At least 3 years in warehouse operations, supply chain, or logistics roles focused on process enhancement, quality control, or data analytics.
• Experience in developing operational frameworks from scratch, including SOPs, KPIs, or QC teams.
• Strong analytical capability to design dashboards, analyze operational metrics, and deliver insights to executive leadership.
• Proven ability to manage customer escalations effectively in operational or fulfillment settings.
• Hands-on practice creating SOP documentation in fast-paced warehouse or fulfillment environments.
• Familiarity with continuous improvement methodologies like Lean or Six Sigma is highly desirable.
• Self-motivated with the capacity to set priorities independently based on operational needs.

Core Competencies

• Proactive builder mindset focused on creating structure from ambiguity and initiating progress without complete answers.
• Analytical thoroughness ensuring data systems withstand rigorous evaluation.
• Ability to influence and align stakeholders without formal authority through consistency and expertise.
• Strong customer focus, treating quality issues as critical signals and maintaining accountability for resolution.
• Operational insight gained from direct experience on the warehouse floor, understanding practical workflows and failure points.

Compensation

The estimated annual salary range for this position is approximately $150,000 to $170,000 in the United States. Actual pay varies by work location and individual qualifications including experience, skills, and abilities.

Equal Opportunity Statement

MetTel is committed to equal employment opportunity regardless of race, color, religion, sex, age, national origin, military or veteran status, disability, or any other protected characteristic as defined by law.