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

We are seeking a Customer Experience Operations Coordinator who thrives in a fast-paced environment and is passionate about enhancing operational performance. The ideal candidate will excel at aligning third-party (3P) operations with first-party (1P) standards, driving process improvements, and optimizing returns management. They will be proactive, analytical, and detail-oriented, with a collaborative spirit and a hands-on approach to problem-solving. This role is pivotal in ensuring that our operations are efficient, customer-centric, and continuously improving.

This individual excels in a dynamic, fast-paced environment and is unafraid to challenge the status quo. They possess a unique blend of analytical prowess and hands-on problem-solving skills, allowing them to dive deep into complex operational challenges and implement effective solutions swiftly. The ideal candidate is also an excellent communicator who can build strong relationships with internal teams and external partners alike, serving as a bridge between stakeholders to achieve seamless operations.

Competencies

Test and Learn: Approach challenges with curiosity and an open mind, eager to test, learn, and iterate quickly.
Measure What Matters: Use data-driven insights to evaluate the effectiveness of operations and make informed decisions.
Results Matter: Your impact is measured by the results you achieve, and you take pride in driving meaningful improvements that move the needle.
Growth Mindset: Embrace feedback and challenges as opportunities to learn and grow.
Relentless Improvement: Constantly seek ways to enhance processes and customer experiences, never settling for the status quo.
Teamwork: Collaborate across departments and prioritize the team's success over individual accomplishments.
Adaptability: Adapts quickly to changes while maintaining a pragmatic approach to operational processes.
Problem Solver: Tackles challenges head-on with a positive attitude and the initiative to find solution.

Key Responsibilities

Ensure that 3P operations are consistently on par with 1P standards, identifying and addressing performance gaps. Work closely with the 3P to ensure all process updates, new programs, and communication is shared to ensure no gaps in customer experience.
Work with team members to ensure the correct application of discounts. Pull and manager CS Discount reporting and provide action items needed to maintain CS discount goal.
Report on and analyze manual customer service returns, working to reduce the rate of manual returns to below 5%. Actively build and maintain processes, both CS driven and customer service service to reduce manual returns to < 5% of overall returns.
Manage and distribute manually created return labels to ensure timely and accurate handling.
Lead initiatives to improve returns processes, including reporting, collaboration with warehouse teams, and identifying opportunities for optimization.
Manage return related escalations within SLA and per SOP. Provide feedback for continuous improvement across assigned reverse logistics processes.

Key Requirements

Proven experience in operations support, preferably in a 3P/1P environment or returns management.
Strong analytical skills with the ability to identify trends and root causes.
Experience in process improvement and optimization, particularly in returns and label management.
Exceptional verbal, written, and interpersonal communication skills.
A proactive and solutions-oriented mindset focused on achieving results and driving continuous improvement.
Proficiency in Google Workspace and Microsoft Office Suite.

Working Hours

Monday - Friday, 10am - 7pm CDT

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