Senior Manager Quality Excellence

FreshRealm, Inc.; United States; Remote; USD 85,000 - 130,000; Full time

Job summary

A leading company in the food industry seeks a Senior Manager for Quality Excellence. This remote position with occasional travel involves overseeing quality improvement initiatives, optimizing customer complaint resolutions, and ensuring high product standards across all channels. Join us to drive impactful changes in quality assurance while collaborating with diverse teams for exceptional customer experiences.

Benefits

Comprehensive benefits package including medical, dental, vision

401(k) with company match

Life and ADD insurance

Opportunities for career growth

Paid time off

Qualifications

• 7-10 years in quality assurance or food safety.
• Experience in managing customer complaints and investigations.
• Proven ability to drive quality improvement programs.

Responsibilities

• Lead quality improvement initiatives and operational efficiency.
• Oversee customer complaint resolution mechanisms.
• Track key performance indicators for product quality.

Skills

Analytical skills

Leadership

Communication

Problem-solving

Education

Bachelor's degree or higher in relevant field

Job description

Posted Wednesday, June 25, 2025 at 5:00 AM

Job Summary:

We are seeking a highly skilled and results-driven Senior Manager, Quality Excellence to lead initiatives that enhance product quality, drive operational efficiency, and ensure a seamless customer experience. This role will be responsible for implementing strategic quality improvement programs, strengthening complaint resolution mechanisms, and developing data-driven processes to optimize quality performance across all direct-to-consumer (D2C) and business-to-business (B2B) channels.

Location: Remote with 25% travel required

Key Responsibilities:

Strengthen the Relationship Between FreshRealm FSQA and Customers

Drive a culture of Transparency & Honesty to ensure the delivery of safe, reliable, and high-quality products to consumers.

Develop cross-functional quality assurance strategies that align food safety protocols with quality excellence initiatives.

Serve as the FSQA liaison between customers and FreshRealm , being the point of contact to schedule (and accompany as much as possible) customer audits .

Support customer facing special projects as needed.

Drive Improvements of DTC Quality Metrics

Develo p and i mplement a unified product quality metric across all DTC customers .

Perfect Quality Metric that applies to all DTC customers .

Develop mechanisms to drive improvement as a program , including weekly performance reviews with key site personnel (Operations, FSQA) , optimizing upstream quality processes and downstream quality audits , and conducting Gemba walks to identify and eliminate root causes of non-conforming metrics.

Optimize Customer Complaint Resolution

Overhaul existing mechanisms to detect and resolve customer complaints.

Collaborate with Business Analytics to centralize all D T C and B 2B complaint data into a single dashboard, establishing trending and enhancing visibility and responsiveness.

Standardize customer feedback loops , severity definitions, and investigation protocol to ensure ongoing quality improvements and SLA adherence. Implement a risk-based investigation framework, prioritizing severity and occurrence thresholds.

Oversee and conduct investigations of customer complaints , including NCRs requested from customers .

Quality Metrics & Performance Monitoring

Define and track key performance indicators (KPIs) to ensure continuous improvement in product quality and complaint resolution.

Responsible for monitoring and improving the following metrics: Customer Complaint Rate - B2B , Customer Complaint Rate - D2C , % Adherence to SLA for Closing Customer Complaints

Qualifications & Requirements:

Minimum of 7-10 years of experience in quality assurance, food safety, or product quality management in the food industry.

Proven ability to drive quality improvement programs and implement data-driven quality initiatives.

Strong analytical skills with experience in dashboarding and reporting quality trends.

Experience managing customer complaints, investigations, and corrective actions.

Excellent cross-functional leadership skills, with the ability to influence and collaborate with diverse teams.

Why Join Us? This is an exciting opportunity to lead Quality Excellence initiatives that directly impact customer satisfaction, operational efficiency, and brand reputation. If you are passionate about delivering superior product quality, reducing customer complaints, and driving continuous improvement, we invite you to apply and be part of our mission to elevate quality standards across all F resh R ealm products.

What We Offer

• Comprehensive benefits package for full-time employees including medical, dental, vision, pet insurance and legal insurance
• 401(k) with company match that is immediately vested
• Life and ADD insurance
• Opportunities for career growth with a dynamic company that is changing the landscape of fresh meals.
• Paid time off

Our Values at Work

We believe thatACTIONSspeak louder than words and our company values align to thoseACTIONS.

In Our Daily Work, This Looks Like

• ACCOUNTABILITY: Set clear objectives and prioritize your tasks Hold yourself and your teams accountable for meeting deadlines Learn from your mistakes and use it as a learning opportunity to improve next time
• CHALLENGE WITH CURIOSITY :We challenge and engage with each other through curiosity and a drive to innovate and transform. This encourages us to learn from one another, be open-minded to other perspectives and possibilities, and continuously improve and problem-solve with intensity. We persevere through challenges, observe patterns, and pay attention to the details to make connections others may overlook, allowing us to exceed expectations.
• TRANSPARENCY & HONESTY: Maintain open and consistent communication. Admit mistakes and take ownership Document decisions to help avoid misunderstandings
• INNOVATION : Work with the end-user in mind and create solutions that will add value Question existing norms, assumptions, and best practices Experiment and take calculated, data-driven risks
• OBJECTIVITY : Utilize data and make data-driven decisions at every opportunity
• NIMBLENESS : Utilize time management to help stay focused and on task with urgency es and make adjustments accordingly Delegate and trust others to handle specific responsibilities with resources and support
• SUCCESS THROUGH OUR CUSTOMERS: Know your audience and the type of work they expect to receive as the end-result of a project, initiative, or task Seek feedback at different stages to ensure you’re on the right track Foster collaboration among cross-functional teams to ensure you’re providing the best experience and service to our consumers
• NIMBLENESS : Utilize time management to help stay focused and on task with urgency es and make adjustments accordingly Delegate and trust others to handle specific responsibilities with resources and support

Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location. We will meet minimum wage or minimum of the pay range (whichever is higher) based on city, county and state requirements.
We are an Equal Opportunity Employer