Quality Assurance Manager - Brilliant Earth

Quality Assurance Manager - Secaucus, NJ

Position Overview:

We are seeking a results-driven, innovative and passionate leader to serve in the role of Operations Manager for Brilliant Earth. Our Operations team is dedicated to delivering excellence from the time a customer places an order to the moment our customer receives their package. You will be responsible for managing the day-to-day activities of our quality assurance team while maintaining strong relationships with our partners and continuously improving department performance. The primary objectives of this position are to maximize efficiency, quality, and customer experience critical to Brilliant Earth’s success.

You will also be responsible for scaling our people and processes to meet the ever-growing needs of our business. The Operations Manager will lead, recruit, and motivate a team, and be required to work closely with cross-functional groups, including sales and customer service, IT, finance, and marketing.

The ideal person for this role thrives in fast-paced, results driven environments and has demonstrated an ability to work effectively with finite resources. This individual will have expertise in team management, daily and long-term workforce capacity planning and a track record of leading teams to achieve operational goals. We are looking for a strategic and courageous leader who is eager to alongside the team to keep raising the bar and achieve optimal results. We have a social and environmental mission at the core of our company and are looking for someone who is enthusiastic about helping us achieve our social goals, as well as our business goals.

Join our team of committed problem solvers who are passionate about ensuring that every Brilliant Earth purchase meets the highest standards of quality and craftsmanship.
 

Key responsibilities include:

• Oversee daily product operations on our jewelry quality assurance team for product and sales quality assurance
• Report on daily KPI’s and backlog for QA team responsibilities.
• Work cross-functionally to manage and resolve escalations including investigating process gaps and quality oversight.
• Ensure scalability, cost effectiveness and overall process efficiency.
• Manage quality assurance teams to empower individuals and help solve day to day problems.
• Responsible for properly allocating tasks and resources to ensure timelines are met and general operations run smoothly.
• Promote a culture of partnership and positivity, high performance and continuous improvement with a commitment to quality.
• Work closely with the leadership team to contribute to the development and implementation of organizational strategies, policies, and practices.
• Lead product quality efforts to ensure our products consistently meet Brilliant Earth standards.
• Develop and track KPIs to measure and manage efficiencies, cost improvements, productivity, and quality.
• Identify and implement technology and infrastructure suitable to the scope and size of the business along with disciplines that underlie a supply chain operation.
• Analyze, formulate and implement systems, policies and procedures to ensure smooth operation of business. Continually improve and automate systems.
• Collaborate with the HR team to recruit, develop and manage the performance of quality assurance team members, identifying staffing needs and growth plans.
• Manage relationships with partners and vendors, including developing new relationships and handling escalations.
• Responsible for implementing security and safety controls. Oversee and continually improve security and safety measures with respect to the company’s quality, delivery and cost objectives.
• Ensure all aspects of product supply chain are well developed and maintained to ensure a superior customer experience, timeliness, and a high level of efficiency.

What You Have:

• A Passion for Leadership. You have an open, positive, and collaborative leadership style and a desire to develop your team.
• A Data-Driven Approach. When it comes to complex business needs, you always start with the data. You have a knack for analyzing data sets to create a strategic action plan.
• An Eye for Innovation. You’re a creative thinker who brings new ideas to the table.
• A Mind for Multi-Tasking. You’re an expert at managing multiple projects simultaneously in a fast-paced environment.
• Master of Collaboration. You have a genuine ability to collaborate and contribute to a team effort.
• It’s All in the Details. When it comes to the customer experience, you know it’s the little things that count the most. You have a passion for process and a keen eye for detail in a fast-moving work environment.

Specific qualifications include:

• 4 years of experience in leadership roles; 2 years of experience in jewelry quality assurance or production operations leadership
• BA degree, preferred
• Demonstrated success in building, leading and developing high-performing teams, with a track record of driving results through effective team management cross-functional leadership, and mentorship.
• Highly organized with focus on execution, problem solving, and improving processes
• Excellent analytical and problem-solving skills, with the ability to develop and execute strategic initiatives to drive business growth and operational excellence.
• Exceptional interpersonal and communication skills, with the ability to collaborate effectively with cross-functional teams and influence stakeholders at all levels of the organization, including ability to present data effectively.
• Possesses strong problem-solving skills, approaching challenges with a positive and innovative mindset to drive solutions. Self-starter with a proactive and entrepreneurial spirit, able to thrive in a fast-paced, flexible environment while maintaining a focus on details and achieving goals.
• Strong computer skills, including knowledge of ERP systems
• Interest in socially and environmentally responsible organizations and products
• Understanding, acceptance and active leadership practice of diversity, equity, inclusion and workplace belonging concepts
• Ability to tactfully navigate team personnel challenges in partnership with Human Resources, building trust amongst teams and fostering a culture of high performance.

What We Offer  
At Brilliant Earth, we’re passionate about the employee experience. That’s why we offer an excellent training program and endless opportunities for career growth! In addition, we offer competitive compensation and a robust benefits package, including:   

• Insurance. Medical, dental, and vision insurance kick in on the first day of your 2nd month!  
• 401k match. We know that saving for the future is important. That's why we offer a generous 401k match.  
• Paid Time Off. We know it’s important to recharge and relax - you'll accrue 3 weeks of PTO in your first year.
• Disability and Life insurance. 100% employer-paid.  
• Pre-Tax Commuter Benefits.  
• Continued Education. Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings.   
• Employee Discounts. As an employee at Brilliant Earth, you’ll receive a generous discount on our jewelry.  
• Wellness Benefits. We offer access to exclusive discounts on gym memberships and more, as well as an Employee Assistance Program for 24/7 access to counseling.  
• Giving Back and Volunteer Opportunities. In addition to our giving back programs, our teams support local initiatives and spend time together by volunteering.   

How to Apply & What to Expect:   

Everyone at Brilliant Earth has a voice – we want to hear yours! If you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond.  

You’ll receive an email when we’ve received your application and can expect an update within a week of applying. The interview process for this role includes a phone call with the recruiting team, an online exercise to explore our website and common customer inquiries, and an opportunity to chat with a few of our Customer Experience senior leaders via video call! 

More About Us

At Brilliant Earth, our mission is to cultivate a more transparent, sustainable, compassionate, & inclusive jewelry industry. We believe in creating jewelry you can feel good about wearing, without ever compromising between quality and conscience. We are hard-working team players that welcome challenges and rise to any occasion. Our community of collaboration, respect and encouragement is fostered by frequent team events, cross-departmental meetings and celebrating our wins, big and small. As one of the fastest growing e-commerce jewelers in the world, we're searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time.

Brilliant Earth recognizes the value of diversity and inclusion on our team, as we work together to reinvent fine jewelry in a thoughtful and modern way. At Brilliant Earth, we celebrate each other – our successes, the lessons along the way, and the unique perspectives each individual brings to our team. It is our intent to maintain a work environment and hiring process which is free of harassment or discrimination because of sex, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by Federal, State or local laws. We are committed to complying with all Federal, State and local laws providing Equal Employment Opportunities, and all other employment laws and regulations.

If you need assistance or reasonable accommodation completing an application or at any stage of the interview process, please reach out to us at accommodations@brilliantearth.com.

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