Senior Director of Operations
Peppr
Operations Excellence Manager
JiffyShirts.com
full-time
Posted on:
Location Type: Hybrid
Location: California • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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.
Requirements
- **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).
Benefits
- **What We Offer**
- - Compensation & Growth: Competitive salary, equity opportunities, and performance-based bonuses.
- - Comprehensive Benefits: Full medical, dental, and vision coverage, with a portion of premiums paid by Jiffy.
- - Retirement Planning: 401(k)
- - Wellness Support: Annual wellness benefits to help you stay healthy and balanced.
- - Tools for Success: Choice of MacBook or PC laptop, plus equipment for your home office setup.
- - Perks & Extras: Annual credit of $200 to use on our website plus more team merch drops than you will know what to do with!
- - Professional Development: Annual stipend to support your learning and career growth.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
root cause analysis5 WhysPareto analysiscorrective action frameworksclaims managementquality systemsdata requirementstooling requirementsclaims dashboardscategorization workflows
Soft skills
analytical skillswritten communicationverbal communicationinfluencecollaborationcontinuous improvementcustomer experience
Certifications
Six SigmaLean
