Warby Parker is on the lookout for a Manager of Quality Operations to join our Product Strategy and Operations team. Reporting to the Director of Optical Services, Quality & Lenses, you will lead the charge in elevating our quality standards and optical service execution. In this role, you will drive a culture of quality by executing implementation plans that foster continuous improvement and process excellence. You will optimize lab quality operations by standardizing processes across our network to reduce remakes, returns, breakages, and exceptions, while also enabling product innovation by developing robust technical fulfillment solutions and end-to-end quality protocols for new product launches. Your work will be central to providing a seamless, technically accurate optical experience that delights our customers and reinforces their trust in every pair of glasses we deliver. Sound right up your alley? Read on!

What you’ll do:

• Utilize quality data to identify high-impact opportunities for product and process improvements, establishing audit cadences that reduce exchanges and enable customer-facing teams to provide technically accurate, exceptional service to our customers
• Directly supervise the Quality Assurance Specialist and Quality Analyst to drive internal audit expansions, qualify new optical products, and maintain proactive quality reporting—helping Warby Parker identify and address quality opportunities and enhance product portfolio and customer experience
• Support the launch and scaling of new strategic product categories by mapping fulfillment processes for agility and standardization and establishing protocols for inline and final quality control
• Analyze production and quality protocols across our internal labs (sizing, beveling, tracing, final inspection) to identify improvement opportunities and implement enhancements that ensure consistent quality across both labs
• Identify high-impact issues across our internal labs—breakages, damages, remakes, and returns—and implement process improvements to reduce them, enhancing product and service quality while reducing costs
• Support the development of all training and presentation materials related to optical quality and services, which will influence decision making across cross-functional partners

Who You Are

• Great at working across teams and managing many priorities at once
• Process-oriented, always striving to improve efficiency and reduce waste
• Able to break strategic objectives into tactical projects and delegate assignments to team members
• Self-motivated with a strong desire to learn and take action
• An expert in Google Sheets and Slides or Excel and PowerPoint
• Familiar with continuous improvement strategies such as DMAIC or Lean
• Backed by 5+ years of professional experience in quality operations and technical process management.

Extra Credit

• Experience with Looker or Tableau
• Manufacturing or engineering experience within the optical field
• ABO Certified and or licensed optician