Our client, a leading e-commerce logistics business based in the London Heathrow area, is looking for a permanent Quality Manager to join their expanding Quality and Network Operations team.
This is a high-impact leadership role where you will take ownership of service performance across the end-to-end parcel journey, driving continuous improvement, visibility, and operational excellence across the business. Alongside day-to-day quality management, you will lead and develop a team of up to 7 Quality professionals, acting as a key escalation point and performance driver.
This is a remote role.
Hours: Monday - Friday, 09:00 - 17:30 (with occasional weekend on‑call requirement)
Duties and Responsibilities of the Quality Manager
* Analyse end‑to‑end performance across the full parcel journey, identifying trends, risks, and areas for improvement at each stage.
* Own and manage business‑wide performance communications, ensuring service impacts are clearly understood, regularly updated, and resolved in a timely manner.
* Develop and implement innovative quality management approaches to improve service visibility, efficiency, and overall performance.
* Lead effective cross‑departmental collaboration to implement process improvements and drive sustained service enhancements.
* Act as the primary escalation point for the Quality team, supporting team members with complex issues and day‑to‑day challenges.
* Conduct monthly 1:1s, providing coaching, mentoring, and development support aligned to both personal and company goals.
* Prioritise, plan, and manage the team’s weekly workload, including oversight of the shared inbox and ensuring SLA adherence.
* Manage annual leave and overtime planning to ensure appropriate coverage is maintained at all times.
Required experience
* Strong knowledge of cross‑border logistics solutions, with at least three year's experience managing one or more elements of the supply chain.
* A detailed understanding of end‑to‑end cross‑border e‑commerce operations, from retailer collection through transport modes to final‑mile delivery.
* Proven ability to analyse performance data, identify root causes, and take ownership of issues through to resolution.
* Experience leading, coaching, and motivating a large and diverse team to achieve high performance.
* A proactive, solutions‑driven mindset with a strong focus on quality, accuracy, and continuous improvement.
* The ability to adapt quickly in a fast‑paced environment, re‑prioritising effectively and bringing others along with change.
* Excellent communication and stakeholder management skills, with confidence presenting insights and driving improvements internally and externally.
* A hands‑on, initiative‑taking approach with a willingness to get involved and think creatively to improve outcomes.
If this Quality Manager opportunity sounds of interest, please apply online now
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