Senior Vice President of Quality, Manufacturing, and Member Services

iFIT’s vision is to create the world’s most holistic health and fitness platform, integrating all elements of health — physical fitness, mental health, nutrition, and active recovery — into a seamless interactive experience. Our proprietary software adapts to the unique habits of each individual, delivering immersive content that guides them on their fitness journey.

We are looking for a Senior Vice President of Quality, Manufacturing, and Member Services to oversee our global quality standards, manufacturing operations, testing functions, and customer service strategy. Reporting directly to the Chief Operations Officer, this executive role will be responsible for ensuring the highest levels of quality and efficiency throughout the customer journey, from product development to manufacturing and post-purchase support.

This leader will be the voice of our members (athletes) and drive the holistic customer experience by integrating the quality, manufacturing, and member care (customer service) functions. They will oversee the global manufacturing plants, lead the testing of finished goods, and ensure that products meet iFIT’s rigorous quality standards. This individual will also drive cross-functional collaboration, optimizing processes, implementing AI technologies, and automating repeatable tasks to improve efficiency and service delivery across the business.

ROLE COMMITMENTS

• Develop and implement a comprehensive global strategy that aligns quality, manufacturing, testing, and customer service to deliver a seamless end-to-end customer experience.
  
• Oversee manufacturing operations across both U.S. and international plants, ensuring compliance with iFIT's quality standards, product performance, and member satisfaction goals.
  
• Drive continuous improvement initiatives in manufacturing processes, product quality, testing, and member care, aiming to reduce failure rates, enhance operational efficiency, and elevate the customer experience.
  
• Optimize customer service operations globally, from product inquiries and pre-sales to post-purchase support, fostering a customer-first mindset and ensuring a seamless member experience.
  
• Implement AI-driven solutions in Member Care (customer service) to enhance efficiency, reduce response times, and deliver personalized member interactions.
  
• Leverage AI and automation technologies to streamline mundane and repeatable tasks within quality control, manufacturing, and testing processes, enabling teams to focus on higher-value activities and continuous improvement.
  
  

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manufacturing Leadership: Own and drive manufacturing operations across U.S. and international plants. Identify and resolve root causes of hardware failures, enhancing manufacturing standards and continuous process improvement. Lead the integration of the testing function to ensure products meet quality expectations before they leave the manufacturing floor
  
• Quality Control & Testing: Lead the Quality Testing and Advanced Manufacturing Engineering (AME) teams, overseeing the entire testing process, from prototype through to mass production. Ensure alignment with company-wide goals for operational excellence, product quality, and testing standards at every stage of manufacturing.
  
• Cross-Functional Collaboration: Partner with Engineering, Operations, Product Development, and Member Services to establish strategic goals for quality, process optimization, and customer service excellence throughout the customer journey. Ensure that testing functions are integrated with product development to maintain consistency across all product lines
  
• Failure Analysis & Issue Resolution: Manage and prioritize failure analysis activities with urgency, ensuring accurate and timely root cause investigations. Lead the implementation of corrective actions to resolve product issues identified through testing and customer feedback.
  
• Customer Experience Focus: Ensure that quality, manufacturing, and testing functions are aligned to deliver a world-class customer experience at every touchpoint — from product design and production to post-purchase support. Be the voice of the member and ensure product performance aligns with expectations.
  
• Manufacturing Validation &am