Operations Manager, Product Central

Thank you for your interest in joining our team! QVC Group, Inc. is a Fortune 500 company with six leading retail brands – QVC®, HSN®, Ballard Designs®, Frontgate®, Garnet Hill® and Grandin Road®. We are a live social shopping company that redefines the shopping experience through video-driven commerce on every screen, from smartphones and tablets to laptops and TVs.

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

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