Service Quality Manager

About UsDelta Western was formed in 1984 to provide fuel for ships, planes, and vehicles along the Western Alaska coastline and Yukon River with a fueling station in Dutch Harbor. It was welcomed into the Saltchuk family of companies in 2000, marking Saltchuk's entry into petroleum distribution. Today, Delta Western is one of Alaska's leading independent distributors of petroleum products and lubricants, with fuel terminals in Western and Southeast Alaska. Delta Western delivers an average of 200 million gallons of fuel annually in Alaska and employs approximately 150 people. In its strive to meet and exceed its customer demands, Delta Western has a track record of agile and innovative fuel solutions. Enhancing relationships with the importers o

About Us

Delta Western was formed in 1984 to provide fuel for ships, planes, and vehicles along the Western Alaska coastline and Yukon River with a fueling station in Dutch Harbor. It was welcomed into the Saltchuk family of companies in 2000, marking Saltchuk's entry into petroleum distribution. Today, Delta Western is one of Alaska's leading independent distributors of petroleum products and lubricants, with fuel terminals in Western and Southeast Alaska. Delta Western delivers an average of 200 million gallons of fuel annually in Alaska and employs approximately 150 people.

In its strive to meet and exceed its customer demands, Delta Western has a track record of agile and innovative fuel solutions. Enhancing relationships with the importers of fuel into Alaska, Delta Western can source and acquire fuel into our system on an emergency notice if needed. Delta Western is proud to provide vital energy resources in support of communities, individuals, and Alaska's most essential industries.

Job Summary

The Service Quality Manager is responsible for driving the quality, safety, and reliability of our fuel distribution and operational services across the organization. This role provides strategic oversight of service quality systems, performance standards, and continuous improvement initiatives by developing and implementing a quality management system, and monitoring performance metrics, to ensure customer satisfaction and regulatory compliance.

Roles & Responsibilities

• Lead the design, implementation, and governance of service quality improvement programs across all areas of operations, ensuring alignment with strategic objectives and regulatory requirements..
• Manage the development and maintenance of standardized operational procedures (SOPs), ensuring consistent application of best practices across all sites. Collaborate with Site Managers, Supervisors, Safety, and Compliance teams to uphold operational and industry standards.
• Monitor key performance indicators (KPIs) related to service reliability, safety, and compliance; identify trends and initiate corrective actions as needed.
• Direct and coordinate investigations into service failures, and customer complaints, using root cause analysis techniques. Partner with the Safety Director on safety incidents.
• Plan and lead regular internal audits and assessments of operational sites and procedures to ensure alignment with service and safety expectations.
• Drive a culture of continuous improvement by facilitating cross-functional initiatives and improvement projects.
• Deliver training and awareness programs on service quality standards, procedures, and improvement tools.
• Support customer relationships by addressing and resolving quality concerns, managing escalations, and participating in service review meetings.
• Ensure compliance with applicable federal, state, and local regulations, including environmental and DOT requirements.
• Provide project-based leadership and operational oversight requiring cross-departmental coordination, on occasion. Attend applicable training to further subject matter expertise.
• Perform other duties as assigned.

Education and Experience

• Bachelor's degree in Operations Management, Engineering, Business Administration, or a related field preferred.
• Must be able to travel 40-60% of the time.
• 5+ years of experience in quality assurance, operations, or process improvement, ideally within the fuel distribution, logistics, or energy sectors.
• Demonstrated knowledge of quality systems, regulatory compliance, and safety protocols in a fuel or industrial environment.
• Experience with root cause analysis, corrective/preventive action (CAPA), and process improvement tools (e.g., Process Mapping, Lean, Six Sigma).
• Strong leadership, communication, and cross-functional collaboration skills.
• Proficiency in Microsoft Office and operational data systems.

Preferred Certifications

• TWIC Card
• CDL
• HSE, ASQ, API, PM

Benefits

• Tuition Assistance
• Charitable Match
• Life Insurance - 2x your annual earnings
• Free Credit Report Monitoring
• Employee Assistance Program
• Telemedicine Options
• Flexible Medical, dental, and visions plans
• Tapcheck: On-Demand Access to Earned Wages

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request an accommodation.

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