About The Role
The Manager, Quality Assurance is a managerial role, that will be responsible for leading the daily operations of the Inbound Merchandising Operations and Quality Control teams.
This person will focus on creating and maintaining operational efficiencies and upholding service levels to standard, while continuously looking for ways to optimize process and SOP.
The teams they lead focus on conducting various quality control audits, error correction reviews, and investigate customer relations escalations. Various special projects will be assigned as needed, typically to test a new workflow or generate insights around an existing process where there is room for improvement.
Additionally, this person will be responsible for deep diving moderately large data sets across multiple concepts/tasks and be well skilled at distilling information into a clear point of view that can be presented effectively amongst a cross-functional audience.
What You Get To Do Every Day
People Leader:
* Own team development by ensuring clear feedback loops exist and skill based growth plans are in place for each employee.
* Lead the engagement strategy for your teams and ensure that recognition is given in complement to performance management.
* Lead the time and attendance analysis at the org level to understand team capacity vs demand, maintain an operational forecasting model, and deliver equitable measurement standards for all employees,
* Ensure operational spend (payroll, supply, and recognition), does not exceed the budget and be able to articulate where trade offs or overages may need to occur.
Operational Excellence:
* Manage daily operational planning, including re-forecasting projections vs. actuals, summarizing prior day/weekly performance, and presenting findings to the leadership team as needed.
* Oversee multiple Zendesk queues to ensure timely and accurate investigations and resolutions across a variety of issue types.
* Drive performance management of direct teams, maintaining standards for speed (UPH) and quality (QC) to meet or exceed operational goals.
* Verify equitable and consistent Quality Control (QC) sampling across all Inbound teams to uphold fair evaluation standards.
* Collaborate cross-functionally to identify and resolve operational backlogs or aged inventory; analyze root causes and recommend SOP updates or develop new workflows to prevent recurrence
Data Aggregation & Insights:
* Analyze operational dashboards and spreadsheets to identify performance trends, process inefficiencies, and deviations from forecasted outcomes.
* Support profitability by monitoring aged inventory across departments, conducting root cause analyses (human error vs. automation), and driving corrective actions to improve time-to-site readiness.
* Proactively identify risks in the Inbound pipeline that could lead to customer dissatisfaction or brand impact, and escalate as needed.
* Consolidate QC audit data to detect systemic training gaps or process deficiencies, and partner with relevant stakeholders to drive continuous improvement.
What You Bring To The Role
Minimum Requirements:
* Proven ability to manage performance using operational KPIs such as Quality Control (QC), Units Per Hour (UPH), and Service Level Agreements (SLAs)
* Experience managing case or issue resolution queues (e.g., Zendesk, Salesforce, Jira) in a fast-paced, high-volume environment
* Strong analytical skills with the ability to interpret medium/large datasets, identify trends, and drive data-informed decisions
* Strong proficiency in Excel/Google Sheets and dashboard tools (e.g., Looker, Tableau) for tracking, reporting, and root cause analysis
* Clear, concise written and verbal communication skills, with experience presenting findings and recommendations to leadership
* Demonstrated success in driving cross-functional initiatives, improving operational workflows, and reducing inefficiencies
* Comfortable in ambiguity with strong organizational and prioritization skills
Preferred Requirements:
* 5+ years of experience in quality assurance, operations, and people leadership in an e-commerce, or logistics fast paced environment.
* Experience scaling QA programs or implementing quality frameworks
* Familiarity with root cause analysis tools and techniques
* Experience with automation tools or workflow optimization platforms
* Prior exposure to product authentication, fraud detection, or risk mitigation processes (especially relevant if this is resale/luxury space)
* Track record of mentoring team members and building high-performing teams
* Experience working cross-functionally with Engineering, Product, or Data teams to influence tool development or process automation
* Advanced proficiency in data tools (e.g., SQL, Looker, Power BI) and Excel/Google Sheets for deeper performance insight and forecasting
Compensation, Benefits, + Perks
* Employee Stock Purchase Plan
* 401K with Company Match
* Medical, Dental & Vision Insurance
* Paid Parental Leave
* 9 Paid Company Holidays
* Flexible Time Off (With Manager Approval)
* Find out more about our Benefits here.
The expected salary range for this role is $73,440.00-$95,000.00. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate's skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR's total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.
The RealReal is the world's largest online marketplace for authenticated, resale luxury goods, with 37 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories-including women's and men's fashion, fine jewelry and watches, art, and home-in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.
The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That's why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
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