Quality Manager

Our client, a leading e-commerce logistics business based in the London Heathrow area, is looking for a permanent Quality Manager to join their expanding Quality and Network Operations team. This is a high-impact leadership role where you will take ownership of service performance across the end-to-end parcel journey, driving continuous improvement, visibility, and operational excellence across the business. Alongside day-to-day quality management, you will lead and develop a team of up to 7 Quality professionals, acting as a key escalation point and performance driver. This is a remote role. Hours: Monday - Friday, 09:00 - 17:30 (with occasional weekend on-call requirement) Duties and Responsibilities of the Quality Manager: • Analyse end-to-end performance across the full parcel journey, identifying trends, risks, and areas for improvement at each stage. • Own and manage business-wide performance communications, ensuring service impacts are clearly understood, regularly updated, and resolved in a timely manner. • Develop and implement innovative quality management approaches to improve service visibility, efficiency, and overall performance. • Lead effective cross-departmental collaboration to implement process improvements and drive sustained service enhancements. • Act as the primary escalation point for the Quality team, supporting team members with complex issues and day-to-day challenges. • Conduct monthly 1:1s, providing coaching, mentoring, and development support aligned to both personal and company goals. • Prioritise, plan, and manage the team's weekly workload, including oversight of the shared inbox and ensuring SLA adherence. • Manage annual leave and overtime planning to ensure appropriate coverage is maintained at all times. The successful Quality Manager candidate will bring: • Strong knowledge of cross-border logistics solutions, with at least three years' experience managing one or more elements of the supply chain. • A detailed understanding of end-to-end cross-border e-commerce operations, from retailer collection through transport modes to final-mile delivery. • Proven ability to analyse performance data, identify root causes, and take ownership of issues through to resolution. • Experience leading, coaching, and motivating a large and diverse team to achieve high performance. • A proactive, solutions-driven mindset with a strong focus on quality, accuracy, and continuous improvement. • The ability to adapt quickly in a fast-paced environment, reprioritising effectively and bringing others along with change. • Excellent communication and stakeholder management skills, with confidence presenting insights and driving improvements internally and externally. • A hands-on, initiative-taking approach with a willingness to get involved and think creatively to improve outcomes. If this Quality Manager opportunity sounds of interest, please apply online now.