White Glove Operations Coordinator

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

White Glove Operations Coordinator

We are seeking a White Glove Operations Coordinator to join our growing team. TheWhite Glove Operations Coordinator will own the real time performance of the large parcel delivery network, ensuring an exceptional delivery experience for customers. This role oversees shipment visibility, carrier and vendor performance, and exception resolution for the large parcel delivery network.

Responsibilities

Tactical Operations

• Track, trace, and manage large parcel shipments from origin to in-home delivery
• Coordinate and monitor delivery appointment optionality and success rate
• Ensure real-time status updates across all systems throughout the delivery lifecycle
• Act as an escalation point for service failures and delivery exceptions
• Proactively identify at-risk deliveries and work with carriers to prevent service failures
• Manage and enforce vendor, shipper, and carrier SOP compliance.

Carrier Management

• Maintain daily communication with third party large parcel carrier network 
• Ensure carriers meet service level expectations including:
• Pickup capacity and execution
• Speed to customer
• In-Home Delivery Experience 
• Exception Management (ie. Lost in Transit, Damage) 
• Monitor carrier scorecards, including on-time performance, damage rates, and customer satisfaction
• Support capacity planning for peak periods
• Meet/exceed

Customer Experience Support

• Partner with customer support teams to provide delivery updates and resolve escalations
• Coordinate delivery changes such as address updates, cancellations, and special requests
• Ensure a smooth handoff between; vendor, linehaul, cross-dock, and final mile carriers
• Act as operational escalation point for customer inquiries

Operational Systems & Communication

• Maintain accurate shipment data and milestone tracking
• Respond promptly to internal and external communications
• Escalate system issues, process gaps, or service risks that could impact delivery performance
• Provide weekend or after-hours monitoring when needed 

Reporting, Claims & Quality Control

• Audit delivery invoices including accessorials 
• File and manage damage and service failure claims with carriers
• Track root causes of damages and missed deliveries to support continuous improvement
• Maintain accurate documentation of delivery outcomes, photos, and customer sign-offs

Exception & Recovery Management

• Manage delivery exceptions including; Damages, Refusals, Access limitations (stairs, tight spaces, no elevator), Weather or delay disruptions
• Coordinate redelivery, return to sender, or replacement shipments when necessary

Qualifications

Required:

• 2+ years of logistics experience, preferably in final mile, large parcel, furniture, appliance, or white glove delivery operations
• Strong written and verbal communication skills
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Excellent problem-solving and critical-thinking abilities
• Strong attention to detail and organizational skills
• Ability to work cross-functionally with internal teams and external partners
• Customer-focused mindset with the ability to handle escalations professionally
• Proficiency in G-suite, Looker Studio and general logistics or operations systems

Preferred: (Provide a bullet point list of the qualifications that are nice to have for someone to fill this position if applicable). Examples:

• Experience with large parcel, furniture, appliance, or oversized product delivery
• Familiarity with appointment-based delivery scheduling and routing
• Understanding of accessorial services (stairs, long carry, assembly, debris removal)
• Knowledge of damage prevention practices and in-home delivery handling standards

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.