ABOUT QUINCE
Quince is a destination for builders, creators, innovators, and operators who want to come together and challenge the status quo. Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. We deliver on that mission through a unique manufacturer-to-consumer (M2C) model eliminating the layers of traditional retail that add cost and result in consumers paying more than they need to. We find, build relationships with, and work directly with the manufacturing partners behind some of the world’s finest products. From there, our teams design smart, efficient operational processes and build and deploy proprietary technology, AI, and analytics to help us scale fast.
What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. Today, tens of millions of people across a growing number of countries come – and return – to Quince because they trust us to deliver.
OUR CULTURE
Quince is a culture built for builders by builders. Our way of working starts with a blank sheet of paper. We question conventional thinking, use technology and data to uncover new opportunities, and move quickly to turn ideas into reality. We aren’t interested in replicating how others do retail. We’re building a better way – at a speed and scale unlike anything that’s been done before.
- We dream big and chase the hard problems others shy away from. Rejecting long-held assumptions is part of our company's DNA. Where conventional wisdom says you have to choose – soft or durable, speed or rigor, quality or price – we ask why that trade-off has to exist in the first place.
- Our pace is fast and the bar is high because our customers expect a lot from us and we refuse to let them down. We believe the best results come from challenging ourselves, learning from one another, and building on each other's strengths.
- Here, responsibility is not determined by role, tenure, or seniority. Every team member - no matter their level - has the opportunity to drive our business and shape our trajectory.
If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you.
The Role
The best CX interaction is the one that never has to happen. This role exists to find the problems that drive customer contacts, fix them, and ensure they don't happen again.
As Senior Manager, Customer Experience Operations, you'll own reducing avoidable customer contacts by improving the operational experience across the end-to-end customer journey. You'll work directly with Storefront, Product, Merchandising, Logistics, Fulfillment, Engineering, and CX to identify the operational breakdowns driving customer contacts and personally drive improvements until the data shows the problem has been solved.
This is a hands-on operator responsible for diagnosing problems, testing solutions, implementing change, and impacting CX results, as measured by: fewer customer contacts, fewer operational defects, faster resolution, and a better customer experience.
Key Responsibilities
Own Operational Improvements that Reduce CX Demand
- Jump into the highest-volume customer pain points each week, identify the operational breakdown creating demand, and personally drive fixes until customer contacts decline.
- Sit side-by-side with Product, Logistics, Merchandising, Fulfillment, and Operations teams to redesign broken customer journeys, simplify policies, remove defects, and eliminate repeat sources of customer friction.
- Personally drive initiatives from problem identification through implementation, validation, and measurable business impact.
Improve the Customer Journey
- Continuously review customer contacts, AI conversations, escalations, reviews, operational exceptions, and support trends to uncover new opportunities for improvement.
- Test new customer experiences, operational workflows, policies, and communications that reduce customer effort while improving operational efficiency.
- Partner with AI Enablement & Product teams to determine where automation, proactive outreach, or agentic workflows can eliminate or resolve customer issues more effectively.
Build Better Operations
- Simplify operational processes and remove unnecessary complexity across the customer journey.
- Improve First Contact Resolution, Contacts to Resolution, and Touches to Resolution by redesigning operational workflows rather than adding additional support capacity.
- Establish repeatable operating mechanisms that ensure improvements continue to scale as the business grows across markets.
Drive Impact
- Track the impact of every initiative against Contact Rate, Contacts to Resolution, Touches to Resolution, FCR, and customer satisfaction.
- Validate that changes deliver measurable business results and quickly iterate when they do not.
- Surface new operational issues early and rapidly mobilize the right partners to resolve them.
We're Looking For Someone Who...
- Has deep experience in improving customer or operational experiences in a fast-moving retail, marketplace, logistics, and/or technology environment.
- Naturally gravitates toward fixing broken processes instead of working around them.
- Moves with speed and intention: Is equally comfortable analyzing data in the morning, standing up with operational teams in the afternoon, and implementing improvements before the end of the week.
- Has a track record of simplifying complex operations and delivering measurable business outcomes.
- Is highly analytical but deeply pragmatic; you care more about solving the problem than building the perfect framework.
- Thrives in ambiguity and enjoys rolling up your sleeves to build solutions where no playbook exists.
- Understands how AI and automation can improve operations, but recognizes technology is only valuable when it produces better customer outcomes.
Basic Qualifications
- Bachelor's degree or equivalent experience
- 7-10 years of experience in CX strategy, operations, or friction/contact reduction, including 3+ years managing programs or cross-functional initiatives
Pay Range: $74,000 - $89,000
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.
