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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. 

As a Brand Quality and Compliance Director, you will:

• 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 we are looking for:

• 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.

What we are offering:

• Competitive base salary    
  
• 80 hours of accrued PTO and 10 paid holidays each year  
  
• Medical, Dental & Vision Plans offered                              
• Life Insurance (Basic, Voluntary & AD&D) offered                                                                       
• Training & Development opportunities provided

About us

Innovative Labs (IL) is a leading developer, formulator, and provider of single serve and multi-dose ingestible health and wellness products for leading brands and direct sales companies. Founded in 2006 by Travis Parry, IL provides highly differentiated formulating, blending, filling, distribution, and other critical services for small-format nutritional supplements, food items, household products and other consumer packaged goods.  The company is SQF Food Safety Code Level III Certified and operates highly efficient, state-of-the-art manufacturing facilities with a workforce of over 500 people.

IL was founded in 2006, and is now the largest independent supplier of custom single serve flexible packaging west of the Mississippi. With significant investments in packaging and pasteurization equipment, IL has the capacity to fill hundreds of thousands of pouches a day and the flexibility to meet the demands of large and small production runs. IL provides its health, wellness and nutritional customers with a differentiated advantage of world-class turnkey solutions and full-service, front-end product development. Having achieved the highest and most prestigious regulatory certifications, IL also offers speed-to-market service unmatched in the industry.   IL’s customers range from Fortune 100 food and beverage companies to high growth emerging brands, all of whom have access to the Company’s best-in-class service and capabilities.