Sr. Associate, Product Integrity

Maiden Home is growing a team of forward-thinking individuals who possess unique strengths and perspectives, an innate ability to inspire their colleagues, and an eagerness to reimagine the world of luxury furnishings.

As our Product Integrity Sr. Associate, you will be responsible for our Product Quality and Repair & Warranty function — owning both individual customer quality concerns, and programmatically driving continuous improvement of our product portfolio. This role will lead issue tracking (via our MIRT system), grow to own all root cause analysis, serve as the go-to subject matter expert on customer-facing quality concerns, and partner closely with Product, Ops, and Customer Care to drive product improvements. You'll lead initiatives to reduce transit damage and warranty issues through product redesign, packaging updates, process improvements and partner management. Success requires strong analytical thinking, clear communication, aesthetic alignment with our brand, and a deep understanding of our customer. This is a high-impact role for someone with exceptional technical skills, relationship savvy, and a bias toward action.

This is a unique opportunity to join a brand that is primed for its next stage of growth–with a proven competitive advantage in its ability to attract, motivate and retain top talent across a range of disciplines. At Maiden Home, you’ll find a workspace that encourages innovation, creative expression, and teamwork, and your experience will be shaped by your performance, contributions, and drive. 

This role is located at our New York headquarters, located in the TriBeCa design district. 

Responsibilities

• Lead the repair and warranty function, tactically owning all repair & replacement paths forward, setting decision frameworks, managing a specialist network, and driving KPI improvements in cost and customer outcomes.
• Own and evolve the Master Issue Resolution Tracker (MIRT), maintaining all tagging and updates while serving as the subject matter expert on customer issues and insights.
• Analyze and surface root causes and recurring themes from customer feedback and claims, providing actionable insights to Product, Ops, and Customer Care teams.
• Drive cross-functional projects to reduce transit damage and warranty claims, including SOP updates, packaging improvements, and counter-sourcing initiatives.
• Partner with the Product team and manufacturing vendors to identify and implement product and packaging improvements, including proposed redesigns.
• Act as a strategic thought partner across teams, balancing tactical execution with big-picture thinking and emerging trend identification.
• Embed brand and customer perspective into all product, packaging, and resolution decisions, ensuring outcomes align with MH’s aesthetic and service standards.
• Track, report, and influence spend and cost-saving metrics, maintaining a data-informed mindset and proactively adjusting strategy based on trends.
• Communicate clearly and cross-functionally, ensuring alignment and accountability across departments and external partners.
• Continuously improve processes through curiosity, speed, and a bias for root-cause resolution over short-term fixes.

Qualifications

• 2-5+ years of professional experience in a high growth, high accountability role
• Bachelors degree in engineering or furniture design
• Knowledge of AutoCAD, Rhino, Solidworks or equivalent 3D engineering software  
• Prior experience with packaging preferred 
• Bias for action, hustle, and continuous improvement in pursuit of long-term solutions
• High attention to detail, particularly in tracking spend, trends, and operational metrics
• Proven ability to manage complex projects with multiple stakeholders, competing priorities, and tight timelines
• Exceptional written and verbal communication skills with the ability to influence cross-functionally
• Customer-first mindset with demonstrated empathy and problem-solving orientation
• Ability to identify root causes, recognize patterns, and translate insights into strategic action
• Comfortable navigating ambiguity and driving clarity through process and documentation
• Strong relationship-building skills, both internally and with external partners or vendors
• Aesthetic and brand awareness that informs product and packaging-related decisions
• Strong analytical skills with comfort working in Excel/Sheets and interpreting operational or financial data

About Maiden Home

Maiden Home is an authority in the world of luxury home furnishings. The brand designs original pieces at its New York studio, sources exquisite materials from trusted partners around the world, and works directly with distinguished artisans to bring them to life—then, it delivers them with prices and lead times that are unheard of in the furniture industry.

Maiden Home’s unwavering commitment to exceptional design and quality is praised by leading interior designers and publications including Architectural Digest and Elle Decor, and it has brought the brand consistent year over year growth.

Maiden Home is proud to be an equal opportunity employer. We are committed to building a diverse and inclusive culture. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, or any other legally protected characteristics.