Process Excellence & Quality Manager

Process Excellence & Quality Manager

About THE ICONIC..

Since 2011, THE ICONIC has redefined the future of retail in Australia and New Zealand. As the #1 fashion e-commerce destination in the region, our e-commerce platforms (Retail, Marketplace and Services) provide an inspiring and seamless end-to-end customer experience through our own technology innovations. We stand for benchmark-setting customer service, delivery options, returns policies, and curation of brands.

 Operations at THE ICONIC..

THE ICONIC Operations team is the heart of our business, busy connecting our products to our customers in the most efficient way. They are spread across our large Fulfilment Centre, HQ and Production Hub. Their expertise covers Inventory, Inbound, Outbound, Delivery Experience, Fulfilment Strategy, Project Management, FC Analytics, Marketplace Operations and Vendor Management. 

What’s involved..

As our Process Excellence Manager, you will drive end-to-end continuous improvement across Operations and broader business processes. You’ll lead the delivery of a sustainable Lean Six Sigma programme, own the training and development framework for operational teams, and partner cross-functionally to improve safety, quality, efficiency, and performance.

 Key responsibilities..

• Continuous improvement (end-to-end): Identify optimisation opportunities, design solutions, and implement improvements that enhance efficiency and effectiveness across operations and business processes.
• Lean Six Sigma programme: Build and embed a culture of continuous improvement by delivering a successful Lean Six Sigma roadmap and applying Six Sigma methodologies to improve process quality.
• Training & capability building: Own and maintain the training and development programme across teams, including:
• Competency framework and onboarding
• Process confirmation / coaching
• Ongoing training governance and effectiveness tracking
• Standard work & documentation: Set and maintain standard work, including:
• SOPs / Work Instructions / OPLs
• Version control and governance
• Audit cadence and process confirmation routines
• Process mapping and documentation standards
• Change management: Lead change management strategies that support business growth and ensure adoption of new ways of working.
• Strategic project delivery: Drive the development and execution of strategic operational projects, ensuring on-time delivery and alignment to business goals.
• Cross-functional collaboration: Work closely with Workforce Planning, Operations Analysts, Commercial, IT, Customer Service, and Tech to ensure improvements are aligned and embedded.
• Safety & compliance: Promote a “safety first” mindset and ensure compliance with all safety guidelines.
• Performance & ways of working: Support delivery of key fulfilment metrics and operational ways of working, partnering strongly with Operations and Finance.

About You..

• Proven experience in process excellence / continuous improvement within an operational environment (e.g., fulfilment, logistics, contact centre operations, shared services, or similar).
• Lean Six Sigma capability with hands-on application of CI tools and structured problem-solving (certification Black Belt preferred).
• Training programme ownership experience (competency frameworks, onboarding, process confirmation, training governance).
• Change management experience driving adoption of new processes and behaviours in fast-moving environments.
• Strong project delivery track record—able to scope, plan, manage stakeholders, and deliver to timelines.
• Data-driven approach with strong analytical skills and the ability to translate insights into practical actions.
• Excellent stakeholder management across operational and corporate teams; confident influencing at multiple levels.
• Communication & collaboration strength, with the ability to build a “can-do” and trusting team culture.

Why you'll love THE ICONIC..

From our ways of working to our growth mindset and sustainable approach, we each add unique value and have an incredible amount of fun doing it! People are our greatest asset and our ICONITE experience is designed to empower you to do your best work. Here’s what to expect when you join THE ICONIC:

• Flexible working. We offer a hybrid and flexible working model so you can do your best work in a way that works for you
• The learning  collective. Get your knowledge fix with our learning days
• Parents at THE ICONIC. Access to our parental leave program and an extra day off for your kids' first day of school every year 
• Birthday leave. Enjoy a paid day off for your birthday and an ICONIC voucher to treat yourself
• Curate your style. No matter what your style is, we have got you covered with our Amazing staff discount and our famous sample sales
• People & Planet Positive: From our ethical sourcing and sustainability strategies to our community engagement and diversity, our responsibility is multifaceted, and each of these facets are equally important. 
• Wellbeing. Access to our discounted gym memberships and wellbeing programs
• People  first. Access our Employee Assistance Program for you and your family. 
• Volunteer days. Work as a Charity Partner with Thread Together for society and environmental change.

At THE ICONIC, diversity, inclusion, and belonging are integral to our culture, fostering an environment of respect and dignity. We aim to empower self-expression and ensure our workforce reflects our diverse communities. By embracing diverse perspectives and experiences, we strive to create a genuine sense of belonging for our employees, customers, and partners, promoting equal opportunities and a better shopping experience for all

Additional Information..

We are committed to providing reasonable arrangements to all individuals participating in our application and interview process, and while performing job functions. If you require any accommodations or adjustments prior to the submission of your application or throughout your interview process, please contact our Talent Acquisition team directly: [email protected]