Manager, Quality Insights and Assurance – Furniture

Role Overview

• You’ll lead a dedicated team of 3x Quality Insight Analysts working to protect our end-market product quality and reduce the cost of poor quality across the business.
• Lead the Quality Incident Management (QIM) program across all phases, ensuring teams meet agreed SLAs from initial escalation to final resolution.
• Review health, safety, and quality escalations swiftly to implement corrective actions and protect our customers.
• Oversee quarantined inventory projects to resolve issues quickly and minimize impacts on available stock.
• Turn customer returns, claims, and post-delivery defect data into clear, actionable quality insights.
• Partner with Customer Experience and cross-functional teams to identify recurring defect patterns and prioritize fixes.
• Manage the internal Corrective and Preventive Action (CAPA) process to track effectiveness and permanently close the loop on recurring issues.
• Maintain and update Article’s official quality standards documentation to keep it consistent and accessible for all partners.
• Apply root cause analysis, DMAIC, or equivalent continuous improvement tools to systematically lower defect rates over time.
• Serve as the main point of contact between the Quality team and Business Intelligence & Analytics to build reliable data dashboards.
• Deliver clear quality performance insights to senior leadership, highlighting trends, financial risks, and improvement opportunities.
• Track major quality improvement actions to ensure they successfully lower the total cost of poor quality.
• Coach and develop your team of analysts, setting clear expectations that support their ongoing professional growth.
• Partner with the Director of Quality and Product Compliance to set departmental goals and execute strategic projects.
• Share downstream data insights with the Vendor Quality Team and Category Management to improve upstream manufacturing decisions and supplier accountability.

Requirements

• 5+ years of experience in quality management, including customer claim processing, nonconforming product management, and product quality performance reporting.
• 2+ years of experience managing direct reports/leading a quality team.
• Familiarity with or experience in:
• ISO-equivalent Quality Management Systems
• Root Cause & Corrective Action (RCCA) methodologies
• Continuous improvement frameworks (e.g. DMAIC, Kaizen).
• Previous experience in eCommerce, DTC, or retail industry is a strong asset.
• Legally able to work in Canada (FULL TIME HOURS year-round/ no Student VISA)
• Must complete a criminal background check.

Benefits

• The salary range is $115,000 to $140,000
• Starting salary is determined by your transferable skills, knowledge, work experience, and the hiring team’s budget, which is based on business needs, market compensation data, and internal equity
• We believe in Winning Together. When Article hits its annual financial goals, eligible employees will receive a cash bonus
• 4% RRSP matched contributions through Wealthsimple
• 20 days of vacation
• 1 extra day off (Inclusion and Diversity Day)
• 6 well-being (sick) days
• Hybrid work: 3 days a week in the office
• Work remotely (anywhere in the world) for up to 3 weeks
• Excellent extended health and dental benefits packages
• $1000 health/lifestyle spending account for your total physical and mental well-being
• TELUS Health App
• Mental Health Assistance/Counseling
• Virtual medical appointments
• The Article HQ is a converted warehouse, with an open accessible layout and no offices (even for our founders)
• Work from your desk, an Article sofa, collaboration spaces, or a private meeting room
• Standup desks can be requested too
• Our kitchens are stocked with salty, sweet and healthy snacks, & all the premium coffees and teas to keep you buzzing
• Onsite fitness equipment with showers and towel service
• Pickleball, badminton, and table tennis matches happen, from very competitive to very casual
• A dog-friendly office
• well-socialized pups are welcome
• Free street parking (first come, first serve; no reserved spots for senior leaders)
• Indoor secure bike storage with change rooms and showers
• 20-minute walk to either Main Street
• Science World or VCC Clark Skytrain stations
• 45% discount on our entire product range (15% for friends and family)