ICQA Operations manager

ABOUT STORD

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.

By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.

With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.

Hundreds of leading DTC and B2B companies like True Classic, Native, Seed Health, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.

The Operations Manager – ICQA will lead Stord’s site specific ICQA and Quality programs. This role ensures compliance with company inventory control standards, drives data accuracy, and partners with site leadership to identify and eliminate root causes of inventory and process errors. As an Operation manager, you will be the internal and external voice for all KPI’s linked to inventory control. You will drive quality initiatives by utilizing RCA and CAPA problem solving, outlining actions with a clear path forward, ensuring the operations leaders are addressing the root cause of defects with sustainable actions. Analyzing the site’s operating methods and procedures to identify gaps in inventory control and quality assurance. As a resilient leader, you should be passionate about driving results through partnerships with the operations team as well as customer experience teams and assisting in cultivating a problem solving culture.

Key Responsibilities: Program Execution & Oversight

• Oversee all ICQA activities (cycle counts, physical inventories, audits, investigations, reconciliations, projects) for the assigned site.
• Ensure consistent application of SOPs, KPI tracking, and corrective action processes.
• Lead deployment of ICQA tools, training matrices, and network-standard reporting.
• Partner with Fulfillment Operations to maintain control limits for exceptions, adjustments, and location accuracy.

Performance & Metrics

• Own site metrics, including Inventory Accuracy, Shrink %, L%R, Audit Completion, and Exception Closure Rates.
• Review daily/weekly data to identify trends, high-risk areas, and performance drift.
• Conduct weekly reviews with Site Leads to drive continuous improvement and accountability.

Compliance & Governance

• Ensure compliance with customer-specific quality requirements.
• Support execution of CAPA, audit responses, and inventory-related escalations.
• Maintain proper segregation of duties between ICQA and Operations to preserve inventory integrity.

People Leadership

• Directly manage and develop ICQA Area Managers or Leads.
• Create a culture of accuracy, accountability, and proactive problem-solving.
• Partner with HR and Site Leadership to forecast staffing, training, and succession planning.

Continuous Improvement

• Collaborate with Operations, Engineering, and BI teams to optimize ICQA processes and reporting.
• Identify opportunities for system enhancements and automation to improve audit speed and inventory accuracy.
• Support root cause analysis and CAPA implementation to address errors and control gaps.