Quality Lead, Customer Experience
Core
Own the service decision framework for resolving product quality issues and manage the commercial performance of a global technician network.
Role type
Senior IC service operations and quality lead
Builds
Service resolution frameworks, technician network contracts, and defect analytics
Domain
Furniture and homewares retail / physical product quality
Required skills
Service operations management, third-party provider contracting, commercial cost-to-serve analysis, defect analytics, cross-market standard setting, training design
Preferred skills
Experience in furniture/homewares construction and materials
Technologies
N/A
Responsibilities
Define service decision frameworks and cost-to-serve ceilings for quality issues; manage end-to-end product quality cases from report to closure; oversee technician network coverage, contracting, and performance across five markets; drive analytics on recurring defects and present fixes to buying and quality teams; design training for agents to identify defects correctly.
Seniority
Senior, hands-on IC