Operational Excellence Lead - Continuous Improvement

We're rethinking homes for how people really live, and we're looking for an Operational Excellence Lead (Continuous Improvement) to join our Operations Excellence team to help shape the future of living, one thoughtful detail at a time.
 
This is a hands-on operations improvement role. You'll spend most of your time with our factory, logistics, fulfilment and customer experience teams, working on the quality and damage operations problems that cost us most: what leaves the factory, and what reaches the customer.

You'll use data to find out why things break, work with those teams to fix it, and stay with it until the fix holds. When the fix needs new data or systems, you'll bring in our BI, E-commerce and Supply Chain Tech teams. It's an individual contributor role with no direct reports. You'll lead through influence, bringing along teams you don't manage.The role covers both factory and supplier quality, and warehouse and transportation capabilities. You'll start on the work you can do well first, then grow into the other as you build context.

Success in this role means a reduction operational cost, increase in efficiency and sustained adherence to the processes you introduce measured at 90 days past go-live.

What you'll own:

• Fixing operational problems on the ground, with data. Work with our Factory, Logistics, Fulfilment and Customer Experience teams to size each problem and find its root cause in the data. Fix it, then prove it's fixed.
• Cross-functional projects from start to finish. Launching new warehouse and transportation capabilities, reducing quality issues from our factories and suppliers, and changing how orders, returns and replacements are handled. You scope it, run it, and stay with it until the frontline team runs it without you.
• Making change stick. Sit with the people doing the work, map how it really gets done, and publish SOPs people can follow, so knowledge doesn't leave when someone does. Train frontline teams, follow up closely, check adherence after launch, and step in when things slip. Where a process has drifted (disputes, cancellations, order changes, replacements, technician work), surface it and agree an owner with the team, or agree it doesn't need one. As the work matures, hand it over so you can move on to the next problem.
• Business cases for new capability. Build the numbers with the business teams, recommend a go or no-go, and run the rollout if it's a go.

What you need to succeed:

• 3+ years running or supervising a frontline operational team (warehouse, transportation, fulfilment, factory or supplier quality, order management or customer experience), with responsibility for its people and KPIs
• A data-driven, Six Sigma-style approach to improvement. You measure the baseline before changing anything, and you use data to find the root cause rather than trusting the loudest opinion. You check whether the fix really worked and put controls in place so it stays fixed. Certification is a plus; the way of thinking is a must
• Hands-on with data yourself. You can pull and clean your own data and analyse it in Excel or Google Sheets (pivots, lookups, basic statistics), and turn it into a clear before-and-after story
• Hands-on process mapping. You've sat with frontline staff, mapped how the work really gets done, and written SOPs people actually use
• A record of making change stick with a frontline team, not just launching it
• Open to travel from time to time.

Built for Real Life, Designed for What's Next

At Castlery, we've spent over a decade building a brand people love by designing furniture for real life—durable, beautiful, and made to keep up with change.

Now, we're focused on what's next: scaling with care, crafting better experiences, and growing a team that's as intentional as our design philosophy.

If you believe that good homes create good lives, come build with us.