Operations Manager

OUR STORY

Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price. 

OUR VALUES

Customer First. Customer satisfaction is our highest priority.

High Quality. True quality is a combination of premium materials and high production standards that everyone can feel good about.

Essential design. We don’t chase trends, and we don’t sell everything.  We’re expert curators that find the very best and bring it to you at the lowest prices.

Always a better deal. Through innovation and real price transparency we want to offer the best deal to both our customers and our factory partners.  

Environmentally and Socially conscious.  We’re committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers.

OUR TEAM AND SUCCESS 

Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.

Quince is looking for an experienced Operations Manager to own the direct relationship with our 3rd Party Warehouses in Middletown, PA and ensure operational excellence. This person will be responsible for ensuring our partners maintain contractual key performance indicators, adhere to Quince standards, and provide support to customers as needed. This role will report to the US, Director of Fulfillment & Returns and will have one hourly direct report.

Responsibilities

• Manage the direct relationship with our 3rd Party Vendors to ensure adherence to Quince standards and expectations. Audit 3rd Party Vendors to verify standard operating procedures are being followed, including coordinating on-site inspections of Quince products. 
• Maintain KPIs and SLAs. Analyze performance data and work with our 3rd Party Vendors on root cause and execute corrective actions. 
• Analyze manufacturing and/or operation related quality issues based on on-site conditions and layout action plan for improvement. 
• Conduct periodic performance reviews with our 3rd Party Vendors and continually search for opportunities to further improve our customer experience, reduce lead times, and improve operational effectiveness. 
• Collaborate with Quince business partners to align on standards, operational improvement, and goals. 
• Program Manage and coordinate new initiatives with the 3rd Party Vendors
• Resolve all customer concerns as escalated by the Customer Service Team and be proactive in responding to all Quality, Returns, and Refurbishment related communications to reduce return percentages. 
• Manage P&L in multiple P&L entities, Support all routing, billing, and claims processes.

Requirements

• Four-Year college degree in related field (Business, Supply Chain, Logistics, or equivalent experience)
• 3-5 years related experience
• Full Time - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays as required by the business
• Experience in Warehouses in all processes; Inbound, Outbound, Reverse Logistics. 
• Excellent analytical, problem solving and organizational skills
• Proficient in excel, google suite
• Experience working with remote teams across different geographic regions
• Ability to manage multiple projects simultaneously and prioritize tasks based on impact
• Ability to learn, communicate, and train others on complex processes
• Ability to present warehouse performance and status updates effectively to executive leadership
• Self-motivated, open-minded, collaborative, resourceful, and team-oriented attitude
• Role will require some travel between sites. 
• Position is onsite at 3rd Party Vendor location in Middletown PA
• Able to lift up to 40lbs.

Security Advisory: Beware of Frauds

At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.