Head of furniture operations, production, QA

HEAD OF Furniture Production & Quality ēlancē The Role ēlancē is seeking an experienced Head of Operations to take full ownership of the furniture fulfilment process, from order release and production planning through procurement, manufacturing, quality control, warehousing, delivery and operational aftercare. This is a hands-on leadership position for someone who understands furniture construction, materials, finishes and manufacturing, and can lead the people and processes required to deliver consistently. You will be the single accountable owner of operational execution. Every order must have a clear plan, responsible team, confirmed budget and achievable delivery date. Your responsibility is to ensure these commitments are met and to resolve issues through to completion. Scope of Responsibility Lead supply chain, procurement, production, quality control, warehousing and logistics, including internal teams, workshops, suppliers and outsourced manufacturers. Work closely with Sales & Design, Technical, Project Management and Finance to translate approved client requirements into correctly manufactured, financially controlled and successfully delivered orders. Key Responsibilities 1. Full Process Ownership Own each order from operational handover through final delivery, snag resolution and closure. Verify that specifications, drawings, materials, quantities, budgets and approvals are complete before releasing work. Maintain one consolidated execution plan covering purchasing, production, inspections, warehouse receipt and delivery. Assign clear responsibilities and deadlines across all operational teams. Identify risks early, take corrective action and communicate any impact before commitments are missed. Remain accountable for the final outcome across departmental handovers and external suppliers. 2. Production & Manufacturing Plan production according to confirmed orders, workshop capacity, material availability and delivery commitments. Oversee internal and outsourced manufacturing across relevant furniture categories, including upholstery, woodwork, metalwork, stone and finishing. Ensure production follows approved technical drawings, samples and specifications. Monitor progress on the ground, resolve bottlenecks and intervene when quality or timing is at risk. Control rework, material waste and production inefficiencies. Assess manufacturing partners and maintain reliable alternatives for critical production requirements. 3. Supply Chain & Procurement Own sourcing, purchasing and material availability across all active orders. Negotiate supplier pricing, lead times, payment terms and quality requirements within approved authority. Ensure purchases match approved specifications, quantities and budgets. Track procurement commitments and coordinate payment priorities with Finance. Evaluate supplier performance and resolve shortages, defects and late deliveries. Maintain visibility over outstanding purchases and their impact on production. 4. Quality Control Establish and enforce quality standards for materials, construction, dimensions, upholstery, finishes, functionality and packaging. Ensure inspections take place at the stages where defects can be prevented or corrected, including before dispatch. Give QC the authority to reject nonconforming work and ensure corrective actions are completed. Maintain inspection records, photographs and clear acceptance criteria. Investigate recurring defects and address their causes. Ensure every item released for delivery meets ēlancē’s approved standards. 5. Warehousing & Inventory Own inventory accuracy, stock movements, storage conditions and warehouse organisation. Ensure client orders, saleable stock, materials, returns and items awaiting maintenance are clearly identified and controlled. Implement documented receiving, inspection, storage, picking and dispatch procedures. Maintain accurate records of each item’s location, quantity, condition and allocation. Conduct regular stock counts and resolve discrepancies. Reduce damage, loss, unnecessary storage and avoidable handling. 6. Logistics, Delivery & Aftercare Own delivery readiness, packaging, loading, transport and installation coordination. Confirm that goods have passed inspection and all required release conditions are met before dispatch. Coordinate site readiness and delivery arrangements with Project Management and client-facing teams. Ensure delivery teams have clear instructions, item lists and handling requirements. Own operational resolution of damage, missing items, installation issues, maintenance and replacements. Close orders only after delivery records and outstanding operational actions are complete. 7. Team Leadership & Cost Control Set clear responsibilities, performance standards and reporting requirements for every operational function. Hold team members and external partners accountable for quality, deadlines and results. Establish practical daily follow-up and weekly operational reviews. Monitor actual costs against approved budgets and investigate overruns. Build procedures that teams consistently follow and improve them when failures occur. Report operational performance, risks and corrective actions to leadership with accurate, current information. Authority & Accountability The Head of Operations will have direct management responsibility for the operational functions within this scope. Within agreed budgets and approval limits, the role will set priorities, allocate resources, enforce procedures, manage supplier performance, reject defective work and stop production or dispatch when requirements are not met. Issues requiring leadership approval must be escalated promptly with a recommended solution. Responsibility for follow-through remains with the Head of Operations until the issue is resolved. Required Experience & Capabilities Proven leadership experience in furniture manufacturing, custom furniture or interiors operations. Strong practical knowledge of furniture construction, materials, upholstery, finishes and quality standards. Demonstrated responsibility across production, procurement, warehousing, quality control and logistics. Experience managing multiple orders with different specifications and delivery schedules. Strong commercial judgement, including supplier negotiation, production costing and budget control. Ability to read technical drawings and identify manufacturing or specification risks. Confidence leading workshop teams, warehouse staff, suppliers and operational managers. Strong command of inventory systems, operational reporting and planning tools. A hands-on approach, with regular presence in workshops and warehouses. Evidence of improving delivery performance, reducing defects and creating accountable teams. How Success Will Be Measured Orders delivered complete, on time and to approved specifications. Production and procurement costs controlled against budget. Reduced defects, rework, returns and delivery damage. Accurate inventory and traceable stock movements. Reliable supplier and manufacturing performance. Timely resolution of snags and aftercare. Clear operational visibility and fewer issues requiring founder intervention. The Person We Are Looking For Someone who knows furniture, understands how it is made and takes responsibility for getting it delivered properly. You must be comfortable making decisions, holding people accountable and staying involved until the work is complete. Show more Show less