The Role
The role involves managing product quality issues, leading a team to mitigate risks, driving continuous improvement, and enhancing customer experience through quality metrics and cross-functional collaboration.
Summary Generated by Built In
Hi there, we’re Article. 👋 Since 2013, we have been redefining the furniture industry one sofa at a time, it’s not easy — it requires solving challenging, meaningful problems. This is where you come in, as a Manager, Quality Insights and Analytics you’ll be responsible for managing all types of product quality issues and incidents detected by Article warehouse teams or end customers, mitigating risks and potential liabilities due to quality incidents, and driving continuous reduction of the total cost of poor quality (COPQ).
*Note: This is not a software product role.
*Note: This is not a software product role.
Why We Need You:
Our Quality and Product Compliance team is focused on protecting our customer experience. As our Manager of Quality Insights and Analytics, you will build the systems and processes that help us identify and resolve product defects faster - moving us from reactive response toward proactive prevention. You will transform complex data into clear, actionable metrics that keep our Operations, Logistics, Product, and Category Management teams aligned.
We operate in a fast-moving environment that demands resilience and an adaptive approach to problem-solving. By building trusting relationships with cross-functional stakeholders, you will foster accountability and establish our group as the definitive voice of downstream quality at Article.
The Manager owns Article’s quality standards documentation, drives continuous improvement programs, and ensures quality performance is consistently reported and acted upon. Working closely with the Director of Quality and Product Compliance, in close partnership with the Vendor Quality Team (VQT), and as a key quality resource for the Category Management (Merchandising) team, this role focuses on downstream and in-market quality - from warehouse inbound inspection through to customer-reported issues.
Why Article?
As a Particle (people of Article), you will have a high level of autonomy to solve challenging, meaningful problems the best way you can. That means you’re trusted to explore solutions you believe will work best (you’re the expert, after all). You’ll do all this while growing your skills within a company that is redefining the furniture industry.
About the Quality and Product Compliance team:
The Quality team is 27 Particles at large; your team will consist of 3 Particles. Your direct team is in Vancouver and Ontario. The rest of the Quality team is spread across our Warehouse locations, and our Vietnam Office (Meaning, you will need to flex your hours outside typical work hours to interface with the Vietnam team when needed)
We are a hybrid team - you'll be in the office 3 days per week.
We are a hybrid team - you'll be in the office 3 days per week.
What You’ll Do:
You’ll lead a dedicated team of 3x Quality Insight Analysts working to protect our end-market product quality and reduce the cost of poor quality across the business.
Quality Incident Management- Lead the Quality Incident Management (QIM) program across all phases, ensuring teams meet agreed SLAs from initial escalation to final resolution.
- Review health, safety, and quality escalations swiftly to implement corrective actions and protect our customers.
- Oversee quarantined inventory projects to resolve issues quickly and minimize impacts on available stock.
- Turn customer returns, claims, and post-delivery defect data into clear, actionable quality insights.
- Partner with Customer Experience and cross-functional teams to identify recurring defect patterns and prioritize fixes.
- Manage the internal Corrective and Preventive Action (CAPA) process to track effectiveness and permanently close the loop on recurring issues.
- Maintain and update Article’s official quality standards documentation to keep it consistent and accessible for all partners.
- Apply root cause analysis, DMAIC, or equivalent continuous improvement tools to systematically lower defect rates over time.
- Serve as the main point of contact between the Quality team and Business Intelligence & Analytics to build reliable data dashboards.
- Deliver clear quality performance insights to senior leadership, highlighting trends, financial risks, and improvement opportunities.
- Track major quality improvement actions to ensure they successfully lower the total cost of poor quality.
- Coach and develop your team of analysts, setting clear expectations that support their ongoing professional growth.
- Partner with the Director of Quality and Product Compliance to set departmental goals and execute strategic projects.
- Share downstream data insights with the Vendor Quality Team and Category Management to improve upstream manufacturing decisions and supplier accountability.
Who You Are:
- 5+ years of experience in quality management, including customer claim processing, nonconforming product management, and product quality performance reporting.
- 2+ years of experience managing direct reports/leading a quality team.
- Familiarity with or experience in:
- ISO-equivalent Quality Management Systems
- Root Cause & Corrective Action (RCCA) methodologies
- Continuous improvement frameworks (e.g. DMAIC, Kaizen).
- Previous experience in eCommerce, DTC, or retail industry is a strong asset.
- Legally able to work in Canada (FULL TIME HOURS year-round/ no Student VISA)
- Must complete a criminal background check.
Perks & Benefits:
Wealth:
- The salary range is $115,000 to $140,000
- Starting salary is determined by your transferable skills, knowledge, work experience, and the hiring team’s budget, which is based on business needs, market compensation data, and internal equity
- We believe in Winning Together. When Article hits its annual financial goals, eligible employees will receive a cash bonus
- 4% RRSP matched contributions through Wealthsimple
Life:
- 20 days of vacation*
- 1 extra day off (Inclusion and Diversity Day)
- 6 well-being (sick) days
- Hybrid work: 3 days a week in the office
- Work remotely (anywhere in the world) for up to 3 weeks
Total Health:
- Excellent extended health and dental benefits packages
- $1000 health/lifestyle spending account* for your total physical and mental well-being
- TELUS Health App
- Mental Health Assistance/Counseling
- Virtual medical appointments
Office Space:
- The Article HQ is a converted warehouse, with an open accessible layout and no offices (even for our founders)
- Work from your desk, an Article sofa, collaboration spaces, or a private meeting room
- Standup desks can be requested too
- Our kitchens are stocked with salty, sweet and healthy snacks, & all the premium coffees and teas to keep you buzzing
- Onsite fitness equipment with showers and towel service
- Pickleball, badminton, and table tennis matches happen, from very competitive to very casual
- A dog-friendly office - well-socialized pups are welcome
Getting here:
- Free street parking (first come, first serve; no reserved spots for senior leaders)
- Indoor secure bike storage with change rooms and showers
- 20-minute walk to either Main Street- Science World or VCC Clark Skytrain stations
Extra:
- 45% discount on our entire product range (15% for friends and family)
*Prorated
#INDARTICLE
#INDARTICLE
About
Hi there, we’re Article. 👋 Since 2013, we’ve been redefining the furniture industry one sofa at a time. Where we’re based: HQ: Vancouver, BC Asia HQ: Ho Chi Minh City, Vietnam Fulfillment centres: Calgary, Jacksonville, Richmond, & Patterson Retail Stores: Vancouver (open), San Francisco, Bellevue & Toronto (opening soon), with more locations opening in 2027.
Skills Required
- 5+ years of experience in quality management
- 2+ years of experience managing direct reports
- Familiarity with ISO-equivalent Quality Management Systems
- Experience using Root Cause & Corrective Action (RCCA) methodologies
- Understanding of Continuous improvement frameworks (e.g. DMAIC, Kaizen)
- Previous experience in eCommerce, DTC, or retail industry
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The Company
What We Do
Article is redefining the furniture industry one sofa at a time with its direct-to-consumer eCommerce model.
