Business Operations Manager, QLS

ABOUT QUINCE 

Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value.

Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions:

• Customer First: We prioritize customer satisfaction in every decision.

• High Quality: True quality means premium materials and rigorous production standards you can feel good about.

• Essential Design: We focus on timeless, functional essentials instead of chasing trends.

• Always a Better Deal: Innovation and transparency ensure value for both customers and partners.

• Social & Environmental Responsibility: We commit to sustainable materials, ethical production, and fair wages.

Quince partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency.

OUR TEAM AND SUCCESS 

At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status quo. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world-class team committed to excellence. 

If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince.

THE ROLE

Business Operations Manager, QLS

Quince is building a logistics business with client-facing platform products that power global logistics and operations for modern brands. We’re looking for an entrepreneurial Business Operations Manager to own the operational foundation for Quince Logistics Services (QLS). This role will own early contracts and pricing, design repeatable workflows for shipping third-party products on our logistics network (e.g., trucking from China to Hong Kong), stand up initial customer support, write onboarding and operating playbooks, and partner closely with Product and Engineering to inform platform decisions.

This is a highly hands-on individual contributor role and a true founding position. There is no existing operating model. You will define how the business runs from day one, shaping the processes, systems, and standards that enable QLS to scale. This role is ideal for someone who thrives in ambiguity, takes full ownership, and enjoys turning complex, undefined problems into clear, executable solutions. You will report to the Head of New Business and work directly with customers and partners across China and Hong Kong.

Responsibilities

• Project managing the launch of QLS across legal, finance, engineering, and product which identifying gaps and executing on building those teams (i.e. customer service). 
• Foundational business operations for Quince Logistics Services (QLS), spanning pricing, contracts, onboarding, customer support, and internal workflows
• Go-to-market readiness for shipping third-party brands’ products on Quince’s logistics network, starting with China → Hong Kong lanes to start, with product expansion to come. 
• Customer-facing processes and playbooks, including onboarding, escalation paths, SLAs, and support tooling
• Cross-functional collaboration with Product, Engineering, Finance, Legal, and Operations to inform platform requirements and product roadmap
• Early customer discovery and validation, working directly with prospective and early customers in China and Hong Kong
• Competitive and market intelligence, translating insights into operational and product decisions

What You'll Do

• Work closely with our founding clients, developing a deep understanding of their needs and QLS’s value proposition.
• Design and implement a foundational contract structure, pricing and billing model for third-party logistics services
• Build a repeatable, scalable operational flow for shipping non-Quince brands’ inventory through Quince’s logistics network
• Own end-to-end onboarding for early customers, including documentation, workflows, and success metrics
• Establish the initial customer support model, including ticket flows, escalation processes, and tooling recommendations
• Write and maintain operational playbooks covering onboarding, shipping execution, issue resolution, and customer communication
• Partner closely with Product and Engineering to translate operational needs into product requirements, influencing platform features and prioritization
• Conduct deep competitor and market research across global logistics providers and modern logistics platforms
• Act as a day-one operator for QLS, handling real customer issues while simultaneously designing the long-term operating model
• Identify gaps, risks, and inefficiencies early and proactively propose solutions as the business scales
  

Required

• 6 to 10+ years of experience in business operations, strategy & operations, logistics operations, or supply chain, ideally in a high-growth or zero-to-one environment
• Proven experience building operational frameworks from scratch in ambiguous, fast-moving environments
• Strong understanding of logistics, freight, or global supply chain concepts (e.g., cross-border shipping, carriers, lanes, SLAs, pricing structures)
• Exceptional process design and documentation skills — you can turn chaos into clear, repeatable systems
• Highly analytical, with experience creating pricing models, unit economics, and operational metrics
• Comfortable working directly with customers and external partners, including international stakeholders
• Strong written and verbal communication skills; able to influence across functions without formal authority
• Entrepreneurial mindset with a bias toward action and ownership

Preferred: 

• Experience in freight forwarding, 3PLs, logistics marketplaces, or global trade platforms
• Prior work on B2B SaaS or platform products closely tied to operations
• Experience working with or supporting customers in China, Hong Kong, or broader APAC
• Familiarity with contract negotiation, legal terms, or compliance in logistics or cross-border trade
• Background at a high-bar operator-driven company (e.g., Amazon, Flexport, Uber, DoorDash, Shopify, or similar)

WHY QUINCE?

Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.

EQUAL OPPORTUNITY & HIRING INTEGRITY

Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case-by-case basis.

Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws.

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.