Manager, 3PL Quality Improvement

ABOUT THE ROLE

 

The Manager, 3PL Quality Improvement will be responsible for driving quality improvement initiatives across the North American Final Mile network. This position will work closely with key stakeholders in quality engineering, warranty, training, and member support to prioritize quality improvement initiatives.

 

The successful candidate will be a subject matter expert on Final Mile Procedures and represent the Final Mile Operations team in all quality related initiatives. They will need to work with large data sets to identify root issues, set clear strategic goals, and drive cross functional alignment to ensure we are working towards a better member experience at installation. 

 

The main goals of this position will be to drive down installation issues and improve the member experience at delivery. They will work closely with internal and external teams to ensure all quality related procedures and information are accessible and in an easy to use format for our 3PL installation teams. 

YOUR DAILY IMPACT AT PELOTON 

 

• Execute data-driven quality improvement strategy to improve first-time installation success, reduce warranty claims, field failures, swaps, and return rates

• Manage timelines, risks, and issues related to quality improvement initiatives

• Work cross-functionally with business partners in quality engineering, warranty, training, and member support to drive down installation issues and improve the member experience at delivery

• Run weekly and monthly reviews with Final Mile team to identify installation pain points and improvement opportunities

• Partner with 3PL Managers to ensure SOP’s are accurate and that the deployment strategy for new SOP’s is clear and trackable

• Partner with product, quality, safety, and documentation teams to update installation SOP’s

• Own communication and status updates to team members and leadership on progress and risks to initiatives 

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