Sr. Manager, Quality Assurance

Our secret to leading the way in hospitality? We put our people first!

At Shake Shack, our mission is to Stand For Something Good in all that we do. From our teams to our neighborhoods, we're committed to always doing the right thing. As one of the fastest-growing hospitality brands, we're all about crafting unforgettable experiences for our guests. We offer endless learning opportunities and the chance to make a lasting impact on our business, restaurants, and communities. As a member of the #ShackFam, you’ll have access to hands-on mentorship, training, and growth potential, all in a fun and inclusive environment.

Join us and Be a Part of Something Good.

Job Summary

The Senior Manager of Quality Assurance leads key supplier, product quality, and quality systems programs that ensure Shake Shack’s products consistently meet regulatory requirements, company standards, and guest expectations. Reporting to the Vice President, Global Quality Assurance and Commercialization, this role partners closely with Supply Chain, Culinary, Operations, Training, Legal, and external suppliers to strengthen quality programs, resolve product quality issues, support commercialization, and protect the brand through practical, risk-based quality assurance leadership.

Job Responsibilities and Duties

• Leads the development and execution of product quality assurance programs across assigned categories, establishing standards, controls, and performance expectations that ensure products consistently meet Shake Shack requirements, regulatory standards, specifications, and guest expectations.

• Owns supplier quality performance across assigned categories, establishing expectations, monitoring performance, leading corrective and preventive actions, and driving continuous improvement in partnership with Supply Chain, suppliers, and manufacturing partners.

• Leads supplier quality assessments, audits, and manufacturing site evaluations for new and existing suppliers, identifying quality risks and ensuring effective corrective actions, sustainable improvements, and compliance with Shake Shack standards.

• Leads product quality evaluation, complaint investigation, and product quality incident management, ensuring issues are appropriately assessed, documented, root-caused, resolved, and escalated when necessary to protect guests, the brand, and business continuity.

• Leads quality strategy and risk management for new product development, LTOs, supplier transitions, and product or process changes, partnering with Culinary, Commercialization, Supply Chain, Operations, and suppliers to establish quality requirements, assess risk, and ensure successful implementation.

• Develops and continuously improves quality systems, specifications, standards, tools, and processes that strengthen product consistency, supplier accountability, operational execution, and visibility to quality performance across the supply chain.

• Establishes and monitors quality performance metrics and reporting, analyzes trends and emerging risks, and translates quality data into actionable recommendations that enable leadership to prioritize resources, address systemic issues, and drive continuous improvement.

• Provides technical quality expertise and strategic guidance to internal stakeholders, suppliers, and manufacturing partners on product standards, specifications, manufacturing controls, product integrity, regulatory requirements, and supply chain quality risks.

• Leads proactive product and supplier risk assessments, developing preventive controls, mitigation strategies, and monitoring plans to identify and address potential quality risks before they impact restaurants, guests, or the brand.

• Influences cross-functional decision-making by translating technical quality requirements, risk assessments, and performance data into clear recommendations that balance product quality, guest experience, operational execution, and business priorities.

• Leads and develops the Quality Assurance team by setting clear expectations, establishing priorities, allocating resources, building technical capability, managing performance, and fostering a culture of accountability, collaboration, and continuous improvement.

• Provides leadership during critical food safety, supplier, and product quality events, coordinating cross-functional response, driving timely resolution, and ensuring appropriate escalation and communication to protect guests, the brand, and business continuity.

Knowledge, Skills, Abilities

• Strong knowledge of food manufacturing, supplier quality management, product specifications, and quality assurance systems.

• Ability to assess r