Manager, Quality Insights and Analytics (Furniture)

Hi there, we’re Article. 👋 Since 2013, we have been redefining the furniture industry one sofa at a time, it’s not easy — it requires solving challenging, meaningful problems. This is where you come in, as a Manager, Quality Insights and Analytics you’ll be responsible for managing all types of product quality issues and incidents detected by Article warehouse teams or end customers, mitigating risks and potential liabilities due to quality incidents, and driving continuous reduction of the total cost of poor quality (COPQ).

*Note: This is not a software product role. Why We Need You: Our Quality and Product Compliance team is focused on protecting our customer experience. As our Manager of Quality Insights and Analytics, you will build the systems and processes that help us identify and resolve product defects faster - moving us from reactive response toward proactive prevention.

You will transform complex data into clear, actionable metrics that keep our Operations, Logistics, Product, and Category Management teams aligned. We operate in a fast-moving environment that demands resilience and an adaptive approach to problem-solving. By building trusting relationships with cross-functional stakeholders, you will foster accountability and establish our group as the definitive voice of downstream quality at Article.

The Manager owns Article’s quality standards documentation, drives continuous improvement programs, and ensures quality performance is consistently reported and acted upon. Working closely with the Director of Quality and Product Compliance, in close partnership with the Vendor Quality Team (VQT), and as a key quality resource for the Category Management (Merchandising) team, this role focuses on downstream and in-market quality - from warehouse inbound inspection through to customer-reported issues. Why Article?

As a Particle (people of Article), you will have a high level of autonomy to solve challenging, meaningful problems the best way you can. That means you’re trusted to explore solutions you believe will work best (you’re the expert, after all). You’ll do all this while growing your skills within a company that is redefining the furniture industry.

About the Quality and Product Compliance team: The Quality team is 27 Particles at large; your team will consist of 3 Particles. Your direct team is in Vancouver and Ontario. The rest of the Quality team is spread across our Warehouse locations, and our Vietnam Office (Meaning, you will need to flex your hours outside typical work hours to interface with the Vietnam team when needed) We are a hybrid team - you'll be in the office 3 days per week.

You’ll lead a dedicated team of 3x Quality Insight Analysts working to protect our end-market product quality and reduce the cost of poor quality across the business. Quality Incident Management Lead the Quality Incident Management (QIM) program across all phases, ensuring teams meet agreed SLAs from initial escalation to final resolution. Review health, safety, and quality escalations swiftly to implement corrective actions and protect our customers.

Oversee quarantined inventory projects to resolve issues quickly and minimize impacts on available stock. Customer & End-Market Quality Turn customer returns, claims, and post-delivery defect data into clear, actionable quality insights. Partner with Customer Experience and cross-functional teams to identify recurring defect patterns and prioritize fixes.

CAPA & Continuous Improvement Manage the internal Corrective and Preventive Action (CAPA) process to track effectiveness and permanently close the loop on recurring issues. Maintain and update Article’s official quality standards documentation to keep it consistent and accessible for all partners. Apply root cause analysis, DMAIC, or equivalent continuous improvement tools to systematically lower defect rates over time.