QVC Group brings innovative products, compelling content, and unforgettable moments to millions of shoppers worldwide via social platforms, streaming apps, ecommerce sites and TV channels, making every screen a doorway to discovery, delight and community.
The Opportunity
Under the direction of the Director, the Product Central Operations Manager has core responsibilities to develop, implement and assure that all quality of processes, productivity, financial and service objectives meet or exceed expectations as well as support the site’s and Corporate objectives. The leader’s responsibility exists for managing and leading the tactical and strategic operation of their function, develop and coach their team in meeting departmental goals and objectives (DPO’s). This includes goals and objectives related to costs, cycle time, and quality. Costs and cycle time are effectively controlled through the economical utilization of personnel, materials and equipment. Quality goals are achieved through effectively executing the department’s standard operating procedures, processes, methods and delivering accurate and timely product to support Live Show.
Your Impact
Manage the site of a multi-shift, 7 day per week, variable volume distribution operation quality and operations control, including shift scheduling, Customer logistics, inventory research, root cause analysis, and to ensure compliance with established departmental and operational procedures and performance goals.
Leads 24 hour per day / 7 day a week Operational team to support the highest level of service and accuracy, investigate and resolve inventory problems/issues and process integrity.
Serve as key point of contact for Customers, supporting accuracy and integrity in delivering product to Live Show, Styling Teams, Digital Teams and any other requests related to the business.
Be key connection point in support of the Commerce Platforms team and the Product Central Team.
Ensure real time feedback is provided on audits performed on internal customer orders to ensure an excellent customer experience.
Provide quality feedback to all stakeholders enabling the dialog and commitments that promote a continuous improvement mindset and has a favorable impact on the effectiveness and efficiency of the site through accuracy measurements.
Foster a sense of teamwork and collaboration with the operational stakeholders in an effort to maximize business results performance.
Develop and submit an annual budget plan for Quality and Operational Control departments. Monitors expenses against budgeted costs and provide explanations for variances for all.
Lead staff providing guidance, training, and motivation as needed to develop staff skills. Hire, promote, terminate and counsel staff as required with HR or other stakeholders (e.g. Team Member Services). Evaluate staff performance and recommend wage increases/adjustments as needed. Work closely with department supervisory staff to develop and execute a staffing plan to meet productivity and quality goals.
Leads and resolve the most complex problems/issues encountered in the operation. Support site personnel in determining the effectiveness. Research root causes of quality problems and determines how to prevent future occurrences, e.g., missing product, wrong product. Develop action plans to address problem areas.
Develop methods of improving specific aspects of the operation such as efficiency, audit sampling plans, quality and productivity. Designs and implements training programs and supporting materials for employee education and development.
Sets the overall tactical and strategic vision at the site maximizing accuracy with a focus on high level customer service and operational excellence.
Lead a multitude of projects to optimize cost of operations while improving quality, accuracy and service to customers.
Lead teams in ways to drive a safe working environment for employees and maximize employee engagement throughout and ensures that site maintains a proper health & security environment.
What You Bring
Bachelor’s Degree in Business, Supply Chain, required or equivalent experience.
5+ years in leading cross-functional and Customer-Facing Teams
5+ years in process improvement experience
Six Sigma certified (black belt strongly preferred)
Strong knowledge and experience in budgeting, financial management, labor planning and optimization.
Ability to drive projects and initiatives to drive cost savings and/or improve service to our customers through network and process improvements in coordination with our Customers (TV, E-Commerce, Imaging, Merchandising etc.)
Subject matter expert in operational controls, internal controls auditing, process improvement, organization and operations flow design.
High performance in engagement, leadership, culture behavior, decisiveness, cost awareness, customer orientation, loyalty, sense of responsibility, organizational talent and “live” change
If you enjoy being a part of a team, creating experiences and delighting customers, you’ll love it here. If you’re excited about retail, media, social, live streaming, technology, customer service, design and more, you’ll find amazing projects to work on. If you want to grow professionally and learn every day, you’ll thrive with us. If you appreciate a company committed to inclusion and belonging for all, you’ll be amazed at what’s available for our team members. We offer a comprehensive Total Rewards package including competitive compensation, health care benefits starting on day 1, 401(k), paid time off, tuition reimbursement, employee assistance program, parental leave, paid volunteer hours, company discounts and much more. Best of all, working with QVC Group means friendly teams, ambitious projects and fast-moving careers!
For QVC Group, our commitment to inclusion and belonging for all is deeply rooted in Our Principles. They call on us to Drive Progress, Act With Empathy, Be Brave, Embrace the Future, and Do What’s Right so that everyone can thrive. We are committed to ensuring that our workplace provides equal employment opportunities for all team members and candidates and complies with all applicable federal, state, and local laws and regulations. As an equal opportunity employer, QVC Group is committed to a barrier-free employment process. If you need reasonable accommodations/support throughout, please contact us at [email protected] for assistance.
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What We Do
Curated Experiences. Infinite Possibilities.®
We believe in a Third Way to Shop® – beyond transactional ecommerce or traditional brick-and-mortar stores – for customers who crave engaging shopping experiences.
We're a select group of diverse businesses that provide customers with curated collections of unique products, made personal and relevant by the power of storytelling. We combine the best of retail, media, and social to curate experiences, conversations, and communities for millions of highly discerning shoppers. We bring joy, inspiration, and humanity to shopping. We also curate large audiences, across our many platforms, for our thousands of brand vendors.
Qurate Retail Group comprises seven leading retail brands – QVC®, HSN®, Zulily®, Ballard Designs®, Frontgate®, Garnet Hill®, and Grandin Road®. We reach approximately 218 million homes worldwide via 14 television networks and reach millions more via multiple streaming services, social pages, mobile apps, websites, print catalogs, and in-store destinations.
We're a world leader in video commerce globally, among the top ecommerce retailers in North America (according to Digital Commerce 360), and a leader in mobile commerce and social commerce.
