RESPONSIBILITIES

• Own end-to-end management of the Member Incidents & Issues Program: triage incoming reports by severity and safety risk, conduct and coordinate FC inspections, lead vendor communications, evaluate root cause submissions, track CAPAs, and close cases within established timelines
• Coordinate with vendors and finance on inventory credit processing and complaint resolution
• Maintain accurate records of all incidents and issues, investigation steps, communications, and outcomes
• Analyze complaint trends; escalate emerging signals to FSQA and Merch teams for risk assessment; drive measurable improvements in investigation-to-closure cycle time
• Manage the Hold & Release Program across Thrive Market’s fulfillment centers: initiate and release holds, gather and evaluate supporting documentation, and coordinate accurate execution in inventory systems
• Track hold aging and proactively escalate items requiring disposition decisions to avoid unnecessary inventory impact
• Coordinate inventory identification, quarantine, disposition, and regulatory documentation across FCs in response to recall or withdrawal events 
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