Operations Excellence Manager

We are seeking an Operations Excellence Manager to reduce customer claims and improve operational quality across Jiffy’s three product lines: Blanks, Transfers, and Print. This role will partner closely with Customer Service to categorize claims, analyze trends, and identify responsible parties and root causes. The manager will apply structured problem-solving frameworks (e.g., 5 Whys, Pareto analysis) to drive corrective and preventive actions, ensuring issues are resolved and do not reoccur. A key responsibility will also be to collaborate with Operations and Technology teams to define requirements for claims categorization tools, automated root cause tracking, and quality dashboards that enhance visibility and accelerate resolution.

Key Responsibilities

• Partner with Customer Service to analyze customer claims, categorize issues, and link them to responsible parties and root causes.
• Conduct structured root cause analysis using frameworks such as the 5 Whys and Pareto analysis, and define corrective and preventive actions.
• Collaborate with Operations teams (Blanks, Printing, Logistics, Supply Chain) to ensure corrective actions are implemented, tracked, and sustained.
• Work with Product and Engineering teams to define requirements for tools and dashboards that enable claims categorization, automated RCA tracking, and quality monitoring.
• Develop and maintain quality dashboards and reporting to provide visibility into claim trends and progress on corrective actions.
• Drive continuous improvement initiatives to reduce claim frequency, improve quality, and enhance customer experience.
• Communicate findings and action plans to leadership, ensuring alignment and accountability across teams.

Basic Qualifications

• Bachelor’s degree in Engineering, Operations Management, Supply Chain, Business Administration, or a related field.
• 5–8 years of experience in operations, quality, or customer success/experience roles.
• Background in claims management, customer issue resolution, or quality systems.
• Strong analytical skills with demonstrated ability to translate customer issues into operational improvements.
• Proficiency with root cause analysis and corrective action frameworks (e.g., 5 Whys, Pareto analysis).
• Experience collaborating with software/product teams to define data and tooling requirements.
• Excellent written and verbal communication skills, with ability to influence across functions.
• Understanding of e-commerce, printing, or consumer goods fulfillment operations is highly valuable.

Preferred Qualifications

• Experience designing or implementing claims dashboards, categorization workflows, or RCA tools.
• Proven ability to work seamlessly across Customer Service and Operations teams.
• Advanced degree or certification in Quality, Operations, or related field (e.g., Six Sigma, Lean).

Why You Will Love Working At Jiffy

• Opportunity to grow company market share through innovation in the rapidly evolving e-commerce, AI, and image processing space.
• Thrive in a collaborative, high-growth environment where your ideas directly influence how Jiffy evolves as a leading e-commerce destination.
• High visibility and influence in solving complex problems and delivering cutting edge solutions resulting in direct impact on Jiffy’s seamless customer experience.
• Access to career development opportunities in a company that invests deeply in professional growth.

Location: Hybrid role in Irvine CA, Remote for the right candidate

Up to 30% travel required