RealReal

1 week ago

Manager, Quality Assurance

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Lead daily operations for Inbound Merchandising Operations and Quality Control teams, driving operational excellence through QC audits, error correction reviews, and customer escalation resolution. Manage team performance against operational KPIs (QC, UPH, SLAs), oversee multiple Zendesk queues, and ensure consistent QC sampling. Use analytics to identify trends, root causes, and process inefficiencies, then partner cross-functionally to update SOPs, workflows, and forecasting models.

Location: Phoenix

Workplace: Onsite

Employment Type: Full time

Job Function: QA, Test & Release Engineering

Seniority: Manager level

Key Responsibilities

•Lead daily operations for Inbound Merchandising Operations and Quality Control teams, including quality control audits and error correction reviews.
•Own people leadership, including feedback loops, skill-based growth plans, engagement strategy, and performance management.
•Manage operational planning and forecasting, summarizing prior day/weekly performance and presenting findings to leadership.
•Oversee multiple Zendesk queues to ensure timely and accurate investigations and resolutions across issue types.
•Analyze operational dashboards/data to identify trends and root causes, then recommend SOP updates or new workflows to prevent recurrence and improve service levels.

Pay and Benefits

Salary: USD 73,440 - 95,000 annually

Perks:Equity401kHealth InsuranceDentalVisionParental LeavePaid Holidays

Key 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 (Zendesk, Salesforce, Jira) in a fast-paced, high-volume environment.
•Strong analytical skills to interpret medium/large datasets, identify trends, and make data-informed decisions.
•Strong proficiency in Excel/Google Sheets and dashboard tools (Looker, Tableau) for tracking, reporting, and root cause analysis.
•Clear written and verbal communication skills with experience presenting findings and recommendations to leadership.

Experience:E-commerceLogisticsResaleLuxuryQuality assurance

Skills:CommunicationOrganizational skillsPrioritizationData-informed decision-making

Tech Stack:ZendeskSalesforceJiraExcelGoogle SheetsLookerTableauSQLPower BIAIMachine learning

Company Brief

RealReal

Industry: Online Marketplaces

Website

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RealReal

1 week ago

Manager, Quality Assurance

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: Phoenix

Workplace: Onsite

Employment Type: Full time

Job Function: QA, Test & Release Engineering

Seniority: Manager level

Key Responsibilities

•Lead daily operations for Inbound Merchandising Operations and Quality Control teams, including quality control audits and error correction reviews.
•Own people leadership, including feedback loops, skill-based growth plans, engagement strategy, and performance management.
•Manage operational planning and forecasting, summarizing prior day/weekly performance and presenting findings to leadership.
•Oversee multiple Zendesk queues to ensure timely and accurate investigations and resolutions across issue types.
•Analyze operational dashboards/data to identify trends and root causes, then recommend SOP updates or new workflows to prevent recurrence and improve service levels.

Pay and Benefits

Salary: USD 73,440 - 95,000 annually

Perks:Equity401kHealth InsuranceDentalVisionParental LeavePaid Holidays

Key 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 (Zendesk, Salesforce, Jira) in a fast-paced, high-volume environment.
•Strong analytical skills to interpret medium/large datasets, identify trends, and make data-informed decisions.
•Strong proficiency in Excel/Google Sheets and dashboard tools (Looker, Tableau) for tracking, reporting, and root cause analysis.
•Clear written and verbal communication skills with experience presenting findings and recommendations to leadership.

Experience:E-commerceLogisticsResaleLuxuryQuality assurance

Skills:CommunicationOrganizational skillsPrioritizationData-informed decision-making

Tech Stack:ZendeskSalesforceJiraExcelGoogle SheetsLookerTableauSQLPower BIAIMachine learning

Company Brief

RealReal

Industry: Online Marketplaces

Website