Our client, a leading e-commerce logistics business based in the London Heathrow area, is looking for a permanent Quality Manager to join their expanding Quality and Network Operations team.This is a high-impact leadership role where you will take ownership of service performance across the end-to-end parcel journey, driving continuous improvement, visibility, and operational excellence across the business. Alongside day-to-day quality management, you will lead and develop a team of up to 7 Quality professionals, acting as a key escalation point and performance driver.This is a remote role.Hours: Monday - Friday, 09:00 - 17:30 (with occasional weekend on-call requirement)Duties and Responsibilities of the Quality Manager:Analyse end-to-end performance across the full parcel journey, identifying trends, risks, and areas for improvement at each stage. Own and manage business-wide performance communications, ensuring service impacts are clearly understood, regularly updated, and resolved in a timely manner.Develop and implement innovative quality management approaches to improve service visibility, efficiency, and overall performance.Lead effective cross-departmental collaboration to implement process improvements and drive sustained service enhancements.Act as the primary escalation point for the Quality team, supporting team members with complex issues and day-to-day challenges.Conduct monthly 1:1s, providing coaching, mentoring, and development support aligned to both personal and company goals.Prioritise, plan, and manage the team's weekly workload, including oversight of the shared inbox and ensuring SLA adherence.Manage annual leave and overtime planning to ensure appropriate coverage is maintained at all times.The successful Quality Manager candidate will bring:Strong knowledge of cross-border logistics solutions, with at least three years' experience managing one or more elements of the supply chain.A detailed understanding of end-to-end cross-border e-commerce operations, from retailer collection through transport modes to final-mile delivery.Proven ability to analyse performance data, identify root causes, and take ownership of issues through to resolution.Experience leading, coaching, and motivating a large and diverse team to achieve high performance.A proactive, solutions-driven mindset with a strong focus on quality, accuracy, and continuous improvement.The ability to adapt quickly in a fast-paced environment, reprioritising effectively and bringing others along with change.Excellent communication and stakeholder management skills, with confidence presenting insights and driving improvements internally and externally.A hands-on, initiative-taking approach with a willingness to get involved and think creatively to improve outcomes.If this Quality Manager opportunity sounds of interest, please apply online now.
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