Director, Support Operations - job 2 of 2

US - Remote

Customer Experience /Full-Time /Remote

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

EVERYONE SHOULD BE ABLE TO AFFORD NICE THINGS. Quality shouldn’t be a luxury. We’re proud of our mission to bring the world’s highest quality goods to people at affordable prices.

QUALITY IS MORE THAN MATERIALS. True quality is a combination of premium materials and high production standards.

WE FOCUS ON THE ESSENTIALS. From the perfect crewneck sweater to hotel quality sheets, we're all about high quality essentials that bring enjoyment to daily life.

WE’RE INNOVATING TO MAKE UNREAL PRICES A REALITY. Our uniquely developed factory-direct model lets us offer exceptionally high quality goods for much lower prices than our competitors.

ALWAYS A BETTER DEAL. We believe in real price transparency, for both our customers and factory partners. This way, everyone gets a better deal.

FAIR FACTORIES. We are committed to working with factories that meet the global standards for workplace safety and wage fairness.

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, Wish.com, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc. 

THE IDEAL CANDIDATE

The ideal candidate is a self-starter, problem-solver and successful in combining technology and data into best-in-class outcomes. The candidate is energized by solving complex business problems and consistently effective in making high-judgment decisions at rapid pace amidst the frequent ambiguity that comes with charting a course of action with no precedent. Moreover, the ideal candidate is energized by an environment where strategy, innovation and decision-making are intentionally distributed, where candor, speed and data are highly valued and colleagues at all levels hold each other to unusually high standards on behalf of Quince customers.

We are seeking a dynamic and experienced individual to lead our growing customer service operations and workforce as the Director, Support Operations. The ideal candidate is a top-tier business operator, with a strong analytical toolkit, the ability to solve complex problems from first principles, and a deeply-rooted bias for action. They will be adept at working with senior, cross-functional partners to drive substantial, ongoing improvement in our business. They will be energized to help build a category-defining company in a still-evolving space. And they will be able to work mostly autonomously in the relentless pursuit of their goals.

Responsibilities

• Lead our growing customer service operations and workforce. Ensure we properly forecast for, hire, staff, and manage a high-performing customer service team, meeting both our desired service levels and budget targets
• Partner with Quince Finance to accurately forecast our customer service needs on a rolling 8-week basis
• Build a staffing solution that matches our forecasted ticket arrival patterns to our workforce schedule
• Ensure we hit our daily, weekly, and monthly service level targets across our email, chat, phone, and social support channels, down to the 15-minute interval
• Surface and resolve gaps in team productivity, including shrinkage, utilization, and occupancy misses
• Lead our real-time analytics team, managing and monitoring our support operation 24/7/365
• Partner with team and company-level stakeholders to ensure we hit the business inputs needed to achieve our annual cost plan
• Build a scalable service model that can flex to accommodate the seasonal ramp in our business
• Experiment with novel service models to deliver luxury levels of personalization and care at scalable levels of efficiency

Qualifications

• You have both leadership experience within a top-tier CX organization as well as demonstrated success as a business generalist
• You have a sharp analytical toolkit, and are able to frame problems, gather data, and run basic, accurate analysis, independently
• You have an ability to solve complex operating problems from first principles, typically getting deep into data and/ or the physical world to find root causes
• You are an owner; someone who is relentless in the pursuit of their goals
• You are comfortable working as an individual contributor, and are able to go from creating a strategy at 30,000 ft to implementing it on the ground at 3 ft
• You have a track record of partnering across large, complex organizations to achieve your objectives
• You have an innate bias to action, moving quickly to do today what could be put off until tomorrow
• You iterate, working to improve 1% everyday
• You’re an excellent verbal and written communicator, able to share complex updates and learnings succinctly and quickly
• You have strong knowledge of existing workforce technology solutions including NICE, Verint, Playvox or other
• You have partnered and staffed with top-tier global customer service BPOs

Quince seeks to build high-performing teams of people from various experiences and backgrounds who can collectively push our company into new realms. We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status. If you have a special need or disability that requires accommodation, please let us know.

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.