Company Description

More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.

We're on a mission to create joy for pets and their parents, driven by our core values of Care, Courage, Openness, and Simplicity. At the heart of everything we do, they inspire us to grow, raise the bar for our customers and fuel a pet-first business.

Job Description

The Quality program Manager is a key player in the operations set-up. This role is laying the foundation for an excellent customer experience by developing standards, training our service provider training teams the zooplus standards and quality expectations, ensuring compliant handling and bookkeeping of our inventory. Conducting quality and safety audits are part of our philosophy to support or partners to constantly improve.

Quality Management

• Drive the strategic development of the quality-related topics within Fulfillment Operations
• Lead cross-departmental Quality Management meetings, including progress tracking and follow-up
• Deep dive into customer claims data for FC’s and drive insightful findings and further implement it to improve customer experience.
• Leverage new technologies for improvement initiatives
• Steering quality projects and quality KPI improvements.
• Creates complete business cases and project one-pagers to get quality projects prioritized and the required internal and external resources
• Working with relevant stakeholders such as Customer Care, Delivery Experience, Category management, CIP, and Sample center to drive quality-related improvements.
• Plan and conduct, and follow-up quality and safety audits at sites of our Service Partners (logistics service providers and product suppliers)
• Identifies risks and potentials in our FC landscape in respect to customer experience.
• Create and execute learning strategies and programs
• Identify the need for training, creation of new training material and maintenance
• Organization and coordination of training activities related to quality improvement
• Introduce Lean Management methodologies in the operations working culture
• Support launches of new Fulfillment Centers all over Europe to setup Zooplus quality framework with the FC
• Defines roadmap of Quality projects
• Develops training and education concepts of new and experienced zooplus employees with focus on operations as well as of instructors, training departments of our Service Providers
• Further develop the training methodology, technology used as well as content, e.g. e-learning courses

Qualifications

• Degree in engineering, with a focus on logistics, business administration or comparable education
• At least 4 years of working experience in quality assurance, running process improvement projects, and process documentation (e-commerce/ B2C preferred
• Experience in the implementation and conception of quality management systems, ideally in a comparable environment
• Strong knowledge in excel and SQL, analytical and process-oriented and data-driven
• Profound methodological competence and knowledge in the areas of logistics operations, processes, and systems
• Documentation and presentation skills
• Objectivity as well as attention to detail and thoroughness
• Hands-on mentality and willingness to take on ownership
• Open, enthusiastic, as positive character
• Self-starter and result-oriented work attitude
• Work independently and autonomously
• Sound understanding of e-commerce fulfillment processes
• Excellent verbal and written communication skills and stress resistance
• Excellent in the English language spoken & written;
• Strong in the areas of planning and organizing, and good knowledge of the standard MS Office programs
• High mobility and readiness to travel
• Experience in leading medium to complex role-related projects
• Demonstrated experience with effectively delegating and managing time

Additional Information

With more than 1,000 passionate professionals located across 6 European offices, we believe our success comes from working together and leveraging our international strengths. Expect a hybrid work setup: 60% in-office, 40% remote, collaborating with colleagues across locations.

Our benefits:
20% discount in our zooplus shop
Internal and external training

️ Corporate rates at a local gym chain (Body & Soul)
Company mobile phone for work and personal use

zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.