Quality & Data Excellence Manager, Final Mile

Title: Quality & Data Excellence Manager, Final Mile Operations

Location: Remote, Centrally located near 3PL Provider HUB

Reports To: VP, Final Mile Operations

Direct Reports: N/A

Description:

The Quality and Data Excellence Manager is responsible for driving operational excellence across Final Mile operations by leading quality improvement initiatives, ensuring data accuracy and reporting integrity, and maintaining strong compliance governance. This role plays a critical part in reducing returns and exchanges, improving delivery execution, and holding cross-functional partners and third-party providers accountable through actionable insights and disciplined processes.

Success in this role enables faster identification of trends, proactive issue resolution, and continuous improvement across the network. The role supports Final Mile Managers by reinforcing accountability to quality standards in both product handling and reverse inventory with 3PL partners. Acting as the “Final Mile voice,” this position partners closely with Quality and IT Reporting teams to strengthen data and product integrity, enhance delivery execution, and elevate the overall customer experience.

Essential Duties & Responsibilities:

Translate data insights into actionable recommendations and accountability that improve delivery execution and elevate customer experience in 3 key areas.

Quality:

• Lead initiatives focused on reducing Return and Exchange rates through root-cause analysis, data-driven insights, and corrective action planning in partnership with Final Mile field leadership.

• Provide high-level oversight that enables faster recognition of product defects, packaging inefficiencies, and handling errors.

• Own Delivery Exception Management, identifying trends impacting product quality, customer experience, and operational performance across the Final Mile network.

• Conduct quality data research to proactively find solutions related to product handling, packaging, and delivery execution.

• Enable faster resolution of Product Issue Documentation (PID), delivery monitoring concerns, and field communications related to quality.

• Drive cross-functional accountability by partnering with Quality, DC Operations, Buying, and Field teams to resolve quality issues and improve customer experience.

• Improve Final Mile on the road outcomes by reducing Return and Exchange (R&E) damage rate by at least 0.5% through data-driven insights and partner accountability.

Data Integrity:

• Support the ongoing creation, enhancement, and maintenance of Qlik reports to ensure accuracy.

• Lead scorecard evolution for Final Mile performance, aligning metrics with business priorities and operational accountability.

• Ensure daily data integrity received from 3PL Providers, validating accuracy, completeness, and consistency of performance and exception data.

• Partner with the IT Reporting team to support the ongoing development, enhancement, and standardization of Final Mile reporting and dashboards.

• Serve as a trusted source of truth for Final Mile quality and performance reporting.

Claims and Compliance:

• Oversee processing of Reverse Inventory claims, ensuring claims are aligned with the quality of product received and established standards.

• Manage price adjustment processing related to delivery exceptions, damages, and service failures.

• Establish accountability with internal teams and 3PL partners to drive compliance, reduce repeat issues, and improve cost control.

• Document, track, and report all financial savings and positive financial impact realized for the organization.

Requirements:

• Strong knowledge of Final Mile delivery operations, preferably within the home furniture industry.

• Proven experience in quality management, claims processing, and operational auditing.

• Advanced skills in data analysis, reporting, and trend identification; ability to turn complex data into clear insights.

• Experience partnering cross-functionally and ease of building and maintaining relationships

• Strong attention to detail with the ability to operate at both strategic and tactical levels.

• Excellent communication skills, with the ability to influence field teams and hold accountability to internal and external partners.

• Travel will be required (10%).

Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Arhaus is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Arhaus are based onbusiness needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Arhaus will not tolerate discrimination or harassment based on any of these characteristics. Arhaus encourages applicants of all ages.