Quality Operations Manager

About the Role We're building our European quality operations foundation from the ground up in Bucharest, and we need a strategic operator to own it. You'll design and lead the quality infrastructure that protects customer experience across our rapidly scaling ecommerce platform — from establishing SLA frameworks and root cause analysis protocols to building a high-performing quality team. This role is career-defining: You will have executive visibility, ownership over quality culture, and the autonomy to evolve frameworks as our Bucharest operations scale from 50 to 500+ headcount. What You'll Do - Own end-to-end quality management systems across customer service, fulfillment, and product operations, establishing KPIs that drive measurable improvement in customer satisfaction and operational efficiency - Analyze quality incidents and performance data to identify systemic gaps, then design and implement process improvements using Six Sigma methodologies and root cause analysis frameworks - Build and mentor a team of quality analysts and specialists, creating career development pathways and fostering a culture of continuous improvement and operational excellence - Partner with cross-functional stakeholders across engineering, logistics, and customer experience teams to embed quality standards into product launches, process changes, and scaling initiatives - Drive ISO 9001 compliance and certification readiness, ensuring audit preparedness and maintaining rigorous documentation of quality procedures and corrective actions - Lead quality incident response and escalation management, maintaining composure under pressure while coordinating swift resolution of critical customer-impacting issues - Proactively identify emerging quality risks as the business scales, proposing and implementing preventive controls before issues materialize into customer experience degradation What We're Looking For - 7-10 years of professional experience in operations, quality assurance, or process management, with at least 3 years in a quality leadership or senior operations role - Deep expertise in Quality Management Systems (QMS) with hands-on experience implementing and maintaining ISO 9001 or equivalent frameworks — you've built quality infrastructure, not just maintained it - Strong proficiency in process improvement methodologies (Six Sigma, Lean) with proven track record of driving measurable operational improvements and cost reductions - Expert-level analytical skills with experience designing KPI frameworks, conducting root cause analysis, and translating quality data into actionable strategic recommendations for leadership - Demonstrated ability to lead cross-functional quality initiatives, influencing stakeholders across customer service, logistics, product, and engineering without direct authority - Unwavering commitment to quality standards and ethical oversight, with experience managing quality incidents, escalations, and audit processes under tight SLA environments - Advanced proficiency with BI and analytics tools (Power BI, Tableau, or similar) for quality reporting, trend analysis, and dashboard development - Proven people leadership experience including hiring, mentoring quality analysts, and building high-performing teams in growth environments Nice to Have - Prior experience in e-commerce, marketplace, or logistics/supply chain operations where quality directly impacts customer experience and unit economics - Six Sigma Green Belt or Black Belt certification with documented project outcomes - Familiarity with modern collaboration and monitoring tools (Jira, Confluence, Slack, Datadog, Grafana) for quality workflow management and real-time operational visibility