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Quince is a manufacturer-to-consumer (M2C) fashion and accessories brand on a mission to deliver high-quality essentials at low prices, fairly and sustainably. The company operates a direct-to-consumer model that eliminates traditional retail layers, working directly with manufacturing partners and leveraging proprietary technology and analytics to scale.
As Senior Operations Manager for the Returns Center, you will lead strategic operations and oversee a team of Area Managers and Operations Managers managing warehouse returns processes. This is a people-leadership role with responsibility for mentoring multiple layers of management, driving operational excellence, and ensuring customer satisfaction through efficient reverse logistics.
Key responsibilities include:
- Leading and developing a multi-level management team, fostering strong engagement and consistent execution
- Overseeing daily and strategic operations of the returns warehouse, managing KPIs around processing speed, inventory accuracy, and customer resolution time
- Maintaining safety culture and OSHA compliance across all work areas
- Monitoring performance metrics and conducting regular operational reviews to identify and resolve gaps
- Collaborating cross-functionally with HR, Finance, Safety, Facilities, and Inventory Control on labor planning, policy implementation, and performance optimization
- Driving continuous improvement using Lean, Six Sigma, Kaizen, and advanced analytics to reduce turnaround times, lower cost per unit, and eliminate waste
- Partnering with general management and executive leadership to align team execution with organizational goals and growth initiatives
- Fostering a positive, productive work environment through coaching, recognition, and regular feedback
The role requires a Bachelor's degree in Business, Operations, Supply Chain, or related field (or equivalent), plus 8+ years of operations leadership experience with 4+ years in a management capacity. The ideal candidate has warehouse or fulfillment center experience, demonstrated success scaling operations, and expertise in continuous improvement methodologies.
