Outbound Quality & Enablement Lead

The RealReal; Perth Amboy (NJ); On-site; USD 59,608 - 80,912; Full time

Benefits offered by this job

Monthly food credits

Employee Stock Purchase Plan

401K with Company Match

Medical, Dental & Vision Insurance

Paid Parental Leave

9 Paid Company Holidays

Flexible Time Off

Climate-controlled warehouse

Benefits information

Job summary

The RealReal is seeking a results-driven leader to help manage the Quality and Enablement team within the outbound fulfillment operations. You will establish KPIs, create SOPs, analyze audits, and partner with cross-functional leaders to improve processes and drive performance.

You will supervise staff, facilitate onboarding/trainings, and ensure compliance with policies and customer SLAs while coordinating with stakeholders to resolve issues and optimize workflows.

Qualifications

• 3+ years of experience in auditing, process analysis, e-commerce production, training or related fields.
• Minimum of 1 year experience supervising a staff of at least 5, preferably in a warehouse environment.
• Experience working in a distribution center within Outbound operations.
• Strong knowledge of adult learning principles.
• Comfortable working with large data sets and analyzing reports.
• Experience using data platforms for reporting.
• Proficiency with Google Suite (Forms, Docs, Sheets, Slides, etc.)
• Strong written and verbal communication skills; executive presence
• Exceptional attention to detail and organization skills
• Ability to "push the envelope" to always improve customer SLA's and value-added services
• Strong interpersonal skills and the ability to interact effectively with diverse personalities
• Strong oral and written communication skills
• Strategic, forward-thinking perspective, excellent business judgment, and a collaborative working style
• Adaptability and openness to change
• A growth mindset with a solutions focus

Responsibilities

• Provide feedback to the fulfillment teams to facilitate a continual evolution and improvement of the outbound customer order fulfillment process.
• Initiate and maintain regular communication with stakeholders (i.e. customer service, fulfillment and other operational teams) to resolve and prevent issues and to enhance mutual understanding of processes.
• Supervise staff, including scheduling and training, and additional duties as needed.
• Ensure all assigned employees are aware of and comply with company, government, and customer policies, procedures, and regulations.

Skills

Auditing

Process analysis

E-commerce production

Training

Staff supervision

Data analysis

Data platforms

Google Suite

Communication skills

Attention to detail

Interpersonal skills

Adaptability

Growth mindset

Strategic thinking

Collaborative working style

Education

College degree

Tools

Google Suite

Job description

The RealReal is seeking a results-driven leader to help manage the Quality and Enablement team within the outbound fulfillment operations. You will establish KPIs, create SOPs, analyze audits, and partner with cross-functional leaders to improve processes and drive performance.

You will supervise staff, facilitate onboarding/trainings, and ensure compliance with policies and customer SLAs while coordinating with stakeholders to resolve issues and optimize workflows.