Quality Manager

**sennder is Europe's leading digital freight forwarder. In a traditional industry, we are moving fast to digitize and automate all road logistics processes. We are a growing team looking for a **Quality Manager **to help us on our journey to revolutionize road freight logistics in the Madrid office.** **We value humility and we're as interested in your character as we are in your talent. Please apply, even if you feel you only meet part of our listed criteria. Diversity drives our innovation and we offer a collaborative, dynamic and international work environment. Just be yourself. We are excited to meet you and for you to join us in shaping the future of the logistics industry in Europe.** **About the role** As a Quality Manager you'll be part of the Service Quality team and work on a variety of strategic and operational priorities for a sennder Regional office. You will be reporting into the General Manager of the office, with a dotted reporting to the central Program Manager for Service Quality. Service Quality at sennder pertains to understanding, visibility and communication of performance against customer expectations at each step from Order Acceptance to Complete Load Execution. The service quality team aims to drive a proactive culture of quality at sennder and to keep exceeding standards of service expected by our customers, steered by evidence-based decision making. Improve quality of data collection and reporting, thereby increasing internal, shipper and carrier trust on key service quality metrics. You will help drive programs to improve data accuracy and timeliness with a focus on your market while adopting a cohesive approach across markets. **IN THIS ROLE YOU WILL** - Own, report and improve on core Service Quality Metrics while liaising with the Analytics team to ensure context and noise minimization in data - Ensure documentation of Shippers' operational requirements and adherence by local teams, while owning security management of shippers - Develop a local Shipper Quality Program and support the commercial teams in onboarding quality sensitive shippers - Be responsible for End to end management of the Carrier Quality Program, also for capturing data from carriers that is relevant to requirements of sensitive Shippers - Balance business continuity and quality with regard to compliance topics, while continuously improving tracking quantity and quality through collaboration with providers and carrier teams - Document and deploy standard operational processes, also assist in Training local teams and rolling out new tools or dashboards - Safeguard and manage ISO / quality related licenses and run internal audits to ensure adherence to standard operational processes - Contribute to the quality product pipeline - features & tech debt (add local perspective) - Focus on L&D - training sennder, carrier & shipper POCs on quality (in sennder context) - Improving quality of manual data input, wherever applicable across customer onboarding / order lifecycle - Oversee Claims metrics, hence improving profitability **PREFERABLY YOU HAVE** - Fluency in English, written and spoken - 2+ years of operational experience (demand or supply side) preferably in road freight logistics, mobility or related industries - Bachelor's degree (not mandatory) - Experience in defining solutions to complex topics with an equally data-driven and pragmatic approach - Clear communicator. You are a clear and concise communicator who can quickly synthesize a lot of information, highlight the key takeaways, and disseminate actionable insights. - Strong in running analyses autonomously and translating them into actionable insights - Able to demonstrate excellent organizational skills and have the ability to prioritize, focus on what is really important, and think about "what's next" on your own - Balance attention to detail with swift execution - we need to do things quickly and do them well - Self-starter - the ability to self-serve, investigate and get the information we require will make you much more effective in this role - Ability to work with remote teams - Experience working with MS Office skills or G-Suite skills (Excel, Word, PowerPoint) - Experience with analytical tools such as Python / Tableau or exposure to SQL is a plus - Experience with Quality / Quality Management Systems / ISO is a plus **About sennder**: sennder is moving trucks with the power of data to unlock endless and sustainable capacity at unparalleled quality. Through our proprietary transportation operating system, built by our in-house tech teams, we not only connect shippers to our fleet of thousands of trucks, but also improve how they move products in sustainable, cost-efficient, and transparent ways - making the logistics industry fit for the future. In a traditional industry, we're growing and moving fast to digitally automate all road logistics processes. **We are building a curious team that is driven by an ambitious desire to solve the t