Jiffy.com ยท 2 months ago
Operations Excellence Manager
United States
Full-time
Remote
Mid LevelJiffy.com is a company focused on operational excellence, and they are seeking an Operations Excellence Manager to reduce customer claims and improve operational quality. This role involves analyzing customer claims, collaborating with various teams, and driving continuous improvement initiatives to enhance customer experience.
ApparelE-CommerceFashionPrinting
Responsibilities
Partner with Customer Service to analyze customer claims, categorize issues, and link them to responsible parties and root causes
Conduct structured root cause analysis using frameworks such as the 5 Whys and Pareto analysis, and define corrective and preventive actions
Collaborate with Operations teams (Blanks, Printing, Logistics, Supply Chain) to ensure corrective actions are implemented, tracked, and sustained
Work with Product and Engineering teams to define requirements for tools and dashboards that enable claims categorization, automated RCA tracking, and quality monitoring
Develop and maintain quality dashboards and reporting to provide visibility into claim trends and progress on corrective actions
Drive continuous improvement initiatives to reduce claim frequency, improve quality, and enhance customer experience
Communicate findings and action plans to leadership, ensuring alignment and accountability across teams
Qualification
Required
Experience in operations management or a related field
Strong analytical skills with the ability to conduct root cause analysis
Familiarity with structured problem-solving frameworks such as 5 Whys and Pareto analysis
Experience collaborating with cross-functional teams, including Customer Service, Operations, and Technology
Ability to develop and maintain quality dashboards and reporting
Proven track record of driving continuous improvement initiatives
Excellent communication skills to convey findings and action plans to leadership
Company
Jiffy.com
Jiffy.com is the #1 US online reseller of blank imprintable clothing.
Founded in 2004
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase