Optimization, Process & Quality Control Manager

About DELIVER:

DELIVER ( is one of the fastest growing global B2B events companies with a market leading Net Promoter Score. Our values are People, Planet, Profit. Combining these values, we bring top retailers and vendors together for pre-qualified one-to-one meetings within the commerce & supply chain sectors. After becoming the market leader in Europe, we’re expanding our portfolio to the US and to Asia.

We are a fully remote diversified and talented team spread all over the world allowing everyone to achieve the work-life balance that is so crucial to a successful and forward-thinking organisation.

We are also an organisation of shared values.

At the heart of everything we do is a meaningful and demonstrable commitment to Diversity, Equality & Inclusion.

We are proud to be both carbon and profit neutral, running a business that is not only sustainable but regenerative. This isn’t your typical corporate role—you’ll be at the heart of preserving our financial health while also working on meaningful “give-back” projects, by contributing to the redistribution of all our profits directly to ethical and green funds as well as companies engaged in the ecological and social transition!

Job Title: Optimization, Process & Quality Control Manager

Reports to: Finance & Excellence Director

Contract: Full Time / Permanent

Location: Global – Full remote

Annual Salary package: GBP 54,000 (GBP 45,000 basic salary:+ 20% Annual Bonus)

Role Summary:

The Optimization, Process & Quality Control Manager is responsible for overseeing the design, implementation, and optimization of business processes while ensuring service quality standards are maintained. This role sits in the Finance and Excellence department and involves collaborating with cross-functional teams to improve operational efficiency, implement best practices, and meet regulatory and customer requirements.

Key Responsibilities:

Process:

• Use lean management principles to refine workflows.
• Design, document, and implement streamlined processes across all departments to improve operational efficiency and consistency, constantly striving towards operational excellence.
• Develop clear KPIs for process efficiency and performance.
• Implement process benchmarking to identify industry-leading practices and apply them to enhance operational efficiency.
• Develop and oversee the execution of a continuous improvement roadmap.
• Ensure cross-departmental alignment on process changes to maintain consistency.
• Work closely with department heads, teams and Projects & the Productivity Specialist, to understand their workflows and identify areas for improvement.
• Develop processes that create a robust control framework that integrates seamlessly with operational workflows.
• Train team members across departments on newly implemented processes and controls, and ensure successful adoption of new processes and systems.
• Establish mechanisms for gathering feedback from teams to continuously refine processes.

Quality Control:

• Develop and maintain robust control frameworks to mitigate operational risks.
• Ensure company-wide adherence to internal processes.
• Stay updated on industry trends and regulatory changes to adapt processes accordingly.
• Introduce predictive quality control tools to address potential issues before they occur.
• Create process documentation, standard operating procedures (SOPs), and quality manuals.
• Conduct regular reviews of team progress and individual contributions on the quality and timeliness of produced deliverables.
• Coach team members to improve on quality and on process adherence.
• Conduct internal audits to validate compliance with quality standards.
• Establish robust quality control frameworks to ensure compliance with standards (ISO, data protection, anti bribery…)
• Gather feedback from clients & delegates through post-event surveys & interviews to identify areas for improvement.
• Foster a culture of accountability, continuous improvement and operational excellence.
• Intervene when needed in the vendors’ collaboration to uphold quality standards.

Risk Management:

• Create and maintain a comprehensive risk register for operational processes to systematically identify and address potential risks.
• Conduct risk assessments to identify potential process and quality issues.
• Develop mitigation plans to reduce risks and ensure operational continuity.
• Prepare a Business Continuity Management Manual and lead crisis management simulations to equip teams for unexpected disruptions and ensure operational resilience.
• Establish protocols for data security risk assessment and mitigation.

Requirements & Skills:

Education & Experience:

• Master's degree with professional certifications such as Lean Six Sigma, ISO 9001 Lead Auditor, PMP, or CMQ/OE is highly preferred.
• 5 years in process & quality control management, or operational excellence roles.
• Proven track record in implementing and managing process improvement initiatives across multiple departments.
• Demonstrated success in risk assessment and mitigation planning.
• Demonstrable experience driving company-wide adherence to new processes as well as leading training sessions and ensuring adoption of process improvements.

Process Management:

• Expertise in process design, documentation, and implementation.
• Knowledge of Lean, Six Sigma, ISO or other process optimization methodologies and quality management systems.
• Familiarity with quality control frameworks and risk management practices.

Quality Control and Standards:

• Deep understanding of operational risk frameworks and control mechanisms.
• Familiarity with creating and maintaining SOPs and quality manuals.
• Knowledge of regulatory and industry compliance standards.

Soft competencies:

• Excellent capacity for analysis and synthesis.
• Strong analytical skills to track progress, measure performance, and provide actionable insights.
• Ability to identify inefficiencies, diagnose root causes, and design effective solutions.
• Strong interpersonal skills to work closely with department heads and teams.
• Ability to motivate and guide teams without direct authority.
• Expert at clearly documenting and communicating process changes and their benefits as well as delivering effective training sessions.
• Skilled at driving company-wide adoption of new processes.
• Experienced at encouraging a culture of continuous improvement and operational excellence.
• Experienced at developing cross-functional training programs for quality and process management.
• Proactive in addressing risks and quality issues with innovative solutions.

Systems and Tools:

• Experience with tools like Lucidchart, Visio, or similar for process mapping & flowcharts design.
• Competence in using Notion, Confluence, or similar knowledge management systems.
• Knowledge of tools like Qualtrax, MasterControl, or similar systems for managing quality standards.
• Advanced experience with Excel, Google Sheets, or business intelligence tools like Tableau.
• Knowledge of advanced automation techniques to enhance process efficiency.
• Competence in using Google Workspace suite.

Sector knowledge:

• Prior experience in the event sector is not required.
• Understanding of the challenges and dynamics of working in a fast-paced / event-driven environment is an advantage.

Other:

• Long experience in full remote environments.
• Native or bilingual proficiency in English.
• High speed cable internet access in a quiet workspace.
• Open and eligible to global travel several weeks per year.

Some of Our Benefits:

• Full remote
• 35 hours a week: 09:00 – 17:00 UK time, Monday – Friday
• Generous annual leave policy: 8 weeks / 40 days of Paid Time Off days including bank holidays
• Transparent equal salaries (at DELIVER, there’s no bias as all salaries are shared internally)
• Monthly Work From Home allowance
• Pension contribution
• … And the pride to contribute to a better world through working in a company with a purpose!