Product Quality & Recovery Team Leader

Ikea Ab

Palo Alto (CA)

On-site

USD 38,000 - 54,000

Full time

2 days ago

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Benefits offered by this job

Generous paid time off, holiday and s

WiselyPay – earned wages advance

Paid parental leave

Retirement and bonus plans

Co-worker discount

Pet insurance

Education assistance

Safety shoe reimbursement

24/7 telehealth

Dental and vision plans

Medical and Rx plans

Inclusive work environment

Job summary

IKEA in Palo Alto, CA is seeking a senior quality-focused leader to oversee product quality in our retail store. You will drive competence development, investigate issues, and create reports aimed at reducing quality problems.

You will serve as the main contact for quality claims and coordinate across the Recovery team and Service Office. With 3+ years in retail processes and people leadership, you will ensure recovery processes are consistently executed and that stakeholders stay informed about

Qualifications

3 years of solid experience of business processes and working methods within retailing.
3 years of experience in managing, leading, and developing people preferably in customer centric service or retail environment.
Understanding of business processes and working methods within IKEA retailing.
Knowledge of business and management principles, budgeting and resource allocation, retail store operations and COPQ.

Responsibilities

Leads, develops and manages the product quality work in the retail store.
Drives competence development and increases awareness around correcting identified issues, investigations and reporting to reduce quality issues.
Acts as a member of the Recovery team and contributes to achieving objectives.
Ensures all recovery processes are completed consistently (repackaging, confirmation, recycling, building, pricing, SAMS, spare parts library).
Ensures all quality claims meet the 24-hour reporting and are resolved; serves as the main store and Service Office contact.
Processes related claims documentation and follows up on resolutions; reconciles and credits the store for quality claims.
Reports store product and packaging quality problems to matrix partners.
Works with Imonitor quality questions and champions changes for compliance.
Keeps store stakeholders informed about products on quality.
Contributes to an environment where IKEA culture is strong and inclusive.

Skills

Leadership

Retail operations

Quality management

Process improvement

Job description

Why we will love you

You care about making a positive impact in the world. A job at IKEA is so much more than home furnishings, we work to make sustainable living easy and affordable for everyone. Want to help us create a more sustainable future? Join our team!

What you'll be doing day to day

Leads, develops and manages the product quality work in the retail store. Continuously drives competence development and increases awareness around the importance of correcting identified issues, performing investigations and creating reports with the purpose of reducing product quality issues.

Acts as a member of the Recovery team and proactively contributes to achieving common objectives and goals.
Ensure all recovery processes are completed in a consistent manner. Such as, repackaging, confirmation, recycling, building, pricing, SAMS and maintaining the spare parts library.
Ensures all quality claims meet the 24-hour mandatory reporting and are brought to a successful resolution. Serves as the main point of contact for the store and the Service Office.
Processes all related claims documentation and ensures timely follow up of the resolutions. Reconciles and ensures credit to the store for all quality claims.
Reports all store product and packaging quality problems are investigated and communicated to matrix partners.
Works with Imonitor quality related questions on a consistent basis and champions all necessary changes to become compliant.
Ensures that all store stakeholders are kept informed about products on quality.
Contributes to an environment where the IKEA culture is a strong and living reality that embraces the diversity of co-workers and customers.

Together as a Team

In our team we make a virtue to cut waste and keep the quality while saving time and money. You could say that we increase operational excellence without sacrificing what IKEA customers want: a wide range of well-designed, functional home furnishing products at low prices. It's a collaborative process of continuous improvement and an ongoing challenge to make the most of every single thing.

Qualifications

3 years of solid experience of business processes and working methods within retailing.
3 years of experience in managing, leading, and developing people preferably in customer centric service or retail environment.
Understanding of business processes and working methods within IKEA retailing.
Knowledge of business and management principles, budgeting and resource allocation, retail store operations and Cost of Poor Quality (COPQ).

JOB TYPE - Permanent

HOURS - 40 hours per week /Benefits Eligible

SHIFTS - Fully open work schedule availability including evenings and weekends required; Operations generally range between the window of 7am to 11pm; Work schedules are published one month in advance

The pay range for this role is $27.77- $38.93

At IKEA, taking care of our co-workers and their dependents is a top priority. That's why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to help everyone maintain work and life balance, be well and plan for their future.

Join our team and enjoy these benefits and so much more!