Manager, Quality Assurance (IPO)

About this role

<p> </p> <p lang="en-US" style="margin-left: .375in; margin-top: 0pt; margin-bottom: 12pt; font-family: Aptos; font-size: 12.0pt; color: #4a4a4a;"><span style="font-weight: bold;">Position: IPO QA Manager</span> </p> <p lang="en-US" style="margin-left: .375in; margin-top: 12pt; margin-bottom: 12pt; font-family: Aptos; font-size: 12.0pt; color: black;">As the <span style="font-weight: bold;">IP Operations QA Manager</span>, you will be responsible for building and overseeing the quality governance framework for our Intellectual Property Operations (IPO) team. You will lead a dedicated team of QA specialists to ensure that every decision—from seller gating to counterfeit detection and appeal reviews—is accurate, consistent, and compliant with our global policies. </p> <p lang="en-US" style="margin-left: .375in; margin-top: 12pt; margin-bottom: 12pt; font-family: Aptos; font-size: 12.0pt; color: black;">Your mission is to act as the "second line of defense," ensuring that our agents maintain the highest standards of integrity while protecting customers and brand owners on our platform. </p> <p lang="en-US" style="margin-left: .375in; margin-top: 0pt; margin-bottom: 12pt; font-family: Aptos; font-size: 12.0pt; color: #4a4a4a;">The responsibility of IP Operations team is as follows: </p> <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">IP Monitoring:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Proactively monitor brand listings to detect and remove counterfeit products, ensuring a safe and consistent shopping experience for customers. </span></li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Seller Gating:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Vet seller distribution channels through pre- and post-gating reviews to ensure only authorized and compliant listings enter the marketplace. </span></li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Appeals & Escalation:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Conduct forensic reviews of seller appeals to verify the authenticity of supply chain documentation and accurately resolve suspected counterfeit disputes. </span></li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Intellectual Property Rights (IPR):</span><span style="font-family: Aptos; font-size: 12.0pt;"> Rapidly process and investigate external reports of IP infringement to mitigate legal risks and maintain brand owner trust. </span></li> </ul> <p lang="en-US" style="margin-left: .375in; margin-top: 14pt; margin-bottom: 14pt; font-family: Aptos; font-size: 14.0pt; color: #0f4761;"><span style="font-weight: bold;">Key Responsibilities</span> </p> <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Quality Framework & Strategy:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Develop, implement, and maintain a comprehensive quality assurance framework for the IPO team. This includes defining clear quality standards, evaluation criteria, and performance metrics that align with business goals. </span></li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Process Auditing & Evaluation:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Conduct regular audits of the IPO process, from initial complaint intake to root cause analysis and resolution. Ensure all stages are executed correctly and in compliance with established policies and procedures. </span></li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Aptos; font-size: 12.0pt;">Team Leadership & Development:</span><span style="font-family: Aptos; font-size: 12.0pt;"> Lead, mentor, and coach a team of Quality Assurance Specialists. Provide regular feedback, conduct calibration sessions, and develop training programs to enhance their analytical skills and knowledge of quality standards. </span></li> <li…