Senior Operations Manager, ICQA

Senior Operations Manager – ICQA

The Senior Operations Manager – ICQA will lead regional execution of Stord's network-wide ICQA and Quality programs. This role ensures compliance with company inventory control standards, drives data accuracy, and partners with site leadership to identify and eliminate root causes of inventory and process errors. The position serves as the operational extension of the Director of ICQA, accountable for inventory health, shrink performance, and audit adherence across multiple facilities in their assigned region.

Key Responsibilities:

• Oversee all ICQA activities (cycle counts, physical inventories, audits, investigations, reconciliations, projects) for the assigned region.
• Ensure consistent application of SOPs, KPI tracking, and corrective action processes.
• Lead deployment of ICQA tools, training matrices, and network-standard reporting.
• Partner with Fulfillment Operations to maintain control limits for exceptions, adjustments, and location accuracy.

Performance & Metrics:

• Own regional metrics, including Inventory Accuracy, Shrink %, L%R, Audit Completion, and Exception Closure Rates.
• Review daily/weekly data to identify trends, high-risk areas, and performance drift.
• Conduct weekly reviews with site ICQA and Site Leads to drive continuous improvement and accountability.

Compliance & Governance:

• Ensure compliance with GMP, GDP, and customer-specific quality requirements.
• Support execution of CAPA, audit responses, and inventory-related escalations.
• Maintain proper segregation of duties between ICQA and Operations to preserve inventory integrity.

People Leadership:

• Directly manage and develop site-level ICQA Managers or Supervisors across the region.
• Create a culture of accuracy, accountability, and proactive problem-solving.
• Partner with HR and Ops Directors to forecast staffing, training, and succession planning.

Continuous Improvement:

• Collaborate with Operations, Engineering, and BI teams to optimize ICQA processes and reporting.
• Identify opportunities for system enhancements and automation to improve audit speed and inventory accuracy.
• Support root cause analysis and CAPA implementation to address errors and control gaps.

Qualifications:

• Bachelor's degree in Operations, Supply Chain, Business, or related field.
• 5–8 years of experience in fulfillment, logistics, or warehouse operations with a focus on inventory control or quality assurance.
• Proven success managing multi-site operations within a 3PL, retail, or eCommerce network.
• Strong knowledge of WMS, data analysis, and continuous improvement methodologies (Lean / Six Sigma preferred).
• Excellent communication, leadership, and cross-functional collaboration skills.
• Willingness to travel 50 –70% to assigned regional sites.