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.

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 M