What are the responsibilities and job description for the Director, Brand Quality & Compliance - HQ position at Innovative Labs?
About Innovative Labs
We are a leading maker of liquid dietary supplements, known for our innovation, strong R&D, and focus on quality. With our in-house team, we create custom liquid products for top wellness, nutraceutical, and food brands.
At Innovative Labs, we believe in teamwork and creativity. For over 15 years, we’ve helped brands bring new ideas to life with high-quality liquids, gels, purees, pastes, oils, and emulsions. Our modern facilities and dedicated team work together to make products that matter.
Here, you’ll grow, learn, and be part of a team that’s always improving and moving forward.
Why You’ll Love Working Here
- Your Work Matters: Support the Brands People Use Every Day
- Collaborate & Create: Join a team that values fresh ideas, open communication, and teamwork
- Grow Your Career: We encourage curiosity, learning, and stepping up to new challenges
- Supportive Culture: Thrive in a workplace that values your contributions and well-being
About the Job
The Director, Brand Quality & Compliance is responsible for leading customer-facing quality initiatives, managing escalated service and quality issues, and strengthening long-term partnerships with key clients. This leadership role ensures that customer expectations are not only met but exceeded through proactive quality management, root cause analysis, and continuous improvement.
The ideal candidate is a strategic thinker and relationship builder with deep experience in manufacturing quality systems and client engagement.
What You’ll Do
- Serve as the primary quality liaison between the company and key partners.
- Lead the resolution of complex customer complaints, quality concerns, and service issues.
- Build and maintain strong relationships with Tier 1 clients, and strategic partners in close collaboration with Sales Leaders and Account Managers.
- Own the Voice of the Customer (VOC) process and translate feedback into actionable improvements.
- Oversee customer specific quality requirements and ensure compliance with all partner requirements and specifications.
- Lead cross-functional teams in root cause analysis, corrective action planning, and continuous improvement projects to ensure customer expectations.
- Collaborate with internal departments (Engineering, Operations, Production, Sales, Customer Service) to drive quality and customer satisfaction.
- Introduce and advocate best practices & experience to help evaluate and improve current processes.
- Coordinate, schedule, and lead customer audits in plants/facilities.
- Ensure the initiation, timely completion, communication, and follow-up activities pertaining to internal and external CAPA (Corrective Action, Preventative Action) investigations.
- Track and report customer quality metrics, trends, and KPIs to executive leadership.
- Ensure timely and accurate communication with customers pertaining to product release dates, OOS issues, label changes and waivers, deviations, etc.
- Develop and manage customer quality agreements and strategic quality roadmaps with partners.
- Represent the company in customer audits, quality reviews, and QBRs (Quarterly Business Reviews).
- Identify opportunities to strengthen strategic partnerships and drive long-term value.
- Other duties as assigned.
What Makes You a Great Fit
- Proven track record managing customer-facing quality programs in a turnkey manufacturing environment.
- Strong knowledge of ISO 9001, 21 CFR parts 11, 101, 111, and 117, standards.
- Excellent communication, leadership, and relationship-building skills.
- Experience leading cross-functional teams and managing key customer accounts.
- Lean Six Sigma certification or other Continuous Improvement methodologies and experience.
- Bachelor’s degree in Engineering, Quality, or related field (Master’s preferred).
- 10 years of experience in manufacturing quality, customer service, or client relationship roles.
The Perks of Joining Our Team
- Comprehensive health, dental, and vision coverage—plus a few weeks of paid parental leave when it matters most.
- Paid time off and holidays to help you unwind and recharge
- Real opportunities to grow your skills and make an impact as we evolve
- A collaborative team that’s adaptable, supportive, and driven to succeed together
Ready to innovate with us?
Apply now and let’s build the future together!