Service Quality Manager (National)

Symbotic; Wilmington (MA); Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Travel up to 50%

Remote work potential

Job summary

Exol is seeking a National Service Quality Manager to own the service quality, food safety, and customer compliance across our multi-site network. You will lead SQF, GMP, HACCP, and USDA certification programs, and drive readiness for audits and regulatory reviews.

You'll oversee internal audits, CAPA, root-cause analysis, and tie quality to training, operations, and customer onboarding. Collaboration across Operations, Engineering, IT, Safety, Training, and client teams is essential to embed

Qualifications

• Bachelor’s degree in Food Science, Quality, or related field preferred.
• Minimum 8 years of quality, food safety, or compliance experience.
• Strong knowledge of SQF, GMP, HACCP, USDA Organic, and FSMA.
• SQF Practitioner and HACCP certification preferred, must obtain within 6 months of hire date.
• Experience leading audits, inspections, CAPA, and root cause analysis.

Responsibilities

• Own service quality, food safety, and customer compliance across sites.
• Lead SQF, GMP, HACCP, and USDA certification programs.
• Manage readiness for certification, regulatory, and customer audits.
• Oversee internal audits, inspections, findings, and corrective actions.
• Drive CAPA, root cause analysis, and effectiveness checks.
• Track quality KPIs and performance improvements.
• Provide dotted-line quality leadership and guidance to site Quality teams.
• Maintain traceability, mock recall, sanitation, and pest control programs.
• Partner across teams to embed quality standards into training, operations, new site launches, and customer onboarding.

Skills

Quality management

Food safety

Auditing

CAPA

Cross-functional collaboration

Education

Bachelor's degree preferred (Food Science/Quality)

Tools

Quality management systems

Lean

Six Sigma

FSMA knowledge

Job description

Who we areMore efficient. More accurate. More accessible. Exol is bringing industry-leading automation to businesses of all sizes through an innovative warehouse-as-a-service model.What we needExol is seeking a National Service Quality Manager who will own Exol’s service quality, food safety, and customer compliance programs across our highly automated, multi-site network. This role leads certification and audit readiness, drives consistent quality standards across sites, and partners with Operations, Engineering, IT, Safety, Training, and customer-facing teams to embed quality into everyday operations.What we doExol* is pioneering fulfillment-as-a-service, providing outsourced and automated warehousing solutions. We focus on the efficient movement of cases and pallets across CPG, food and beverage, wholesale, and retail.Exol is an independently managed joint venture between Symbotic and SoftBank.What you’ll doOwn service quality, food safety, and customer compliance across all sites.Lead SQF, GMP, HACCP, and USDA certification programs.Manage readiness for certification, regulatory, and customer audits.Oversee internal audits, inspections, findings, and corrective actions.Drive CAPA, root cause analysis, and effectiveness checks.Ensure compliance with customer requirements for packaging, labeling, barcoding, palletization, and documentation.Investigate and resolve customer quality inquiries and complaints.Track quality KPIs and performance improvements.Provide dotted-line quality leadership and guidance to site Quality teams.Maintain traceability, mock recall, sanitation, and pest control programs.Partner across teams to embed quality standards into training, operations, new site launches, and customer onboarding.What you’ll needBachelor’s degree in Food Science, Quality, Supply Chain, Operations, Engineering, or a related field preferred.Minimum 8 years of quality, food safety, or compliance experience in warehousing, distribution, 3PL, food manufacturing, or similar environments.Strong knowledge of SQF, GMP, HACCP, USDA Organic certification, and FSMA requirements.SQF Practitioner and HACCP certification preferred, must obtain within 6 months of hire date.Experience leading audits, inspections, CAPA, and root cause analysis.Knowledge of retailer and customer compliance requirements.Experience leading quality teams across multiple sites through influence.Experience tracking and reporting quality and compliance KPIs.Strong cross-functional partnership skills across with customer-facing teams.Experience in automated, high-volume, or temperature-controlled food-grade distribution preferred.Familiarity with quality management systems, Lean, or Six Sigma preferred.Our EnvironmentTravel could be up to 50% of the time. Employee must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.Ability to walk/stand for extended periods, climb stairs/ladders, and tolerate warehouse environmental conditions (temperature variations, noise, etc).#LI-JH4#LI-RemoteAbout ExolExol provides flexible and scalable outsourced warehouse services to meet the dynamic needs of the modern supply chain. We operate state-of-the-art distribution centers, allowing you to focus on your business while we handle the complexities of warehouse operations. For more information, visit www.exol.com.