Manager, Quality Operations

The Manager, Quality Operations provides leadership and oversight to ensure consistent quality standards and data-driven decision making across the Facilities organization. This role leads quality assurance (QA) system design and oversees quality control (QC) monitoring and verification activities. The position delivers internal and client-facing analytics and provides performance feedback to supervisory staff to drive continuous improvement, operational excellence, compliance, and client satisfaction. Principal Functions and Duties Establishes strategic quality goals and provides leadership to the Quality team to ensure successful execution and alignment with Facilities organizational objectives. Establishes and maintains a quality management framework aligned with business objectives and requirements while ensuring quality strategies are integrated into operational planning and decision making. Develops quality assurance plans by identifying critical control points and preventive measures, establishing critical limits, and defining, monitoring, corrective action, and verification procedures; oversees execution and compliance through defined quality control reviews. Leads the Corrective and Preventive Action (CAPA) program in partnership with department leaders by establishing standards for root cause analysis, ensuring corrective actions are effective, and verifying sustained resolution to prevent recurrence. Oversees the preparation, review, and approval of quality documentation and reports by collecting, analyzing, and summarizing quality data and trends, including failed processes, stability studies, corrective actions, and re-validations. Ensures the on-time delivery and continual improvement of both internal and client-facing reporting and analytics, balancing preventive quality insights with performance and compliance findings. Provides day-to-day oversight of the department/team, develops appropriate metrics to assess performance, ensures job procedures are documented and followed, and provides continuous feedback to evaluate and address performance. Defines and monitors quality key performance indicators (KPIs), including both quality assurance (process capability, prevention, training effectiveness) and quality control (error rates, audit findings, compliance) measures. Conducts or oversees independent quality reviews, audits, or assessments to validate adherence to established standards and escalates systemic risks or non-compliance as appropriate. Serves as the primary quality point of contact for internal leaders and clients, balancing collaboration and partnership with objective quality oversight and enforcement of standards. Provides strategic oversight and vision for the department and ensures plans and goals are in place and properly communicated regarding the budget and functional processes. Applies Six Sigma principles to design and support process improvement initiatives. Stays current with trends and developments in quality management and analytics by participating in professional development activities and professional organizations. Other duties as needed or assigned. Skills and Abilities Required Self-motivation to proactively complete work with minimal guidance. Ability to lead and develop teams in a fast-paced, high-demand environment. Strong accountability to deadlines and quality of work. Demonstrated ability to analyze data and trends to drive quality and performance improvements. Able to exercise independent quality judgment while maintaining positive stakeholder relationships. Strong collaboration skills and enthusiasm for building cross-functional partnerships. Ability to communicate professionally and effectively, both orally and in writing, at all organizational levels. Proven organizational, time management, and prioritization skills. Effective presentation skills with the ability to lead meetings and present findings to leadership and clients. Well-developed interpersonal skills and the ability to build strong internal and external relationships. Ability to coordinate the work of others and clearly communicate results and expectations. Proficient in Microsoft Office Suite. Minimum Level of Preparation and Training Bachelor’s Degree preferred, or equivalent combination of education and work experience. 2-4 years of experience developing and leading team members. 2-4 years of experience supporting the oversight of quality standards in a business process with an internal and outsourced team. 2+ years Six Sigma experience: Green Belt certification preferred. 2+ years of experience managing quality-focused teams preferred. Experience conducting or overseeing quality reviews or assessments preferred. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Cass-Information-Systems