Director, WFM, Planning, & Business Operations

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

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

• Customer First: Customer satisfaction is our highest priority.
• High Quality: True quality is a combination of premium materials and high production standards that everyone can feel good about.
• Essential design: We don’t chase trends, and we don’t sell everything. We’re expert curators that find the very best and bring it to you at the lowest prices.
• Always a better deal: Through innovation and real price transparency we want to offer the best deal to both our customers and our factory partners.
• Environmentally and Socially conscious: We’re committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers.

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, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc. Quince is seeking a Sr Operations leader to support the Quince Customer Experience and Support (CS) organization. This position will 1) lead workforce management, capacity planning, and forecasting 2) support the development and administration of existing and new CS tools to improve customer experience and operational efficiency and 3) create and own the operational mechanisms to align CS resourcing to support company programs and scale. This role will work cross functionally to develop and implement critical customer service business functions that drive both quality and operational efficiency, while leveraging customer success innovations to create, support, and maintain a positive brand image that align with Quince’s core values.

Requirements

• Data driven in decision making
• Innovator - Ability to maximize efficiency without negatively impacting retention
• Ownership; Driving results; Earns trust
• Effective verbal and written communication; Ability to communicate to all roles within the organization

Responsibilities

• Lead and manage the CS workforce management, scheduling, forecasting and capacity planning functions
• Administration and continuous improvement of all CS tools
• Development and implementation of new CS tools to support the company at scale
• Ability to drive continuous improvement and priorities through data
• Design and manage operating mechanisms to monitor critical CS KPIs, balancing customer experience, agent experience, and quality that drive retention while achieving CS budget goals
• Manage all Quince 3P BPO partners results to match or exceed expectations.

Application Instructions

• Not specified.