Director, WFM, Planning, & Business Operations (San Francisco)

Director, WFM, Planning, & Business Operations

United States, 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

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.

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, 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.

Key Responsibilities Include:

• 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 Quince 1P results
• Ensure programs are coordinated across the organization to align resourcing with positive brand strategic growth
• Drive CS operating budget to achieve company objectives
• Create mechanisms to capture, quantify and prioritize customer experience opportunities cross-functionally
• Proactively monitor and maintain CS system health, ensuring optimal performance and minimizing downtime. CS manages the maintenance, configuration, and enhancements to our specific tools.
• Administration of all CS systems and tool on/off boarding processes to ensure 100% user adherence within all CS tools.
• Ensure CS org remains in compliance with all Quince security requirements

Basic Qualifications:

• 5+ years of relevant customer service experience, workforce management, staffing optimization, and capacity planning with a proven track record of success
• 5+ years experience managing BPO relationships to achieve high performance expectations
• Experience in consumer e-commerce companies preferred
• Strong command of data and ability to use data to inform strategies and tell a narrative
• Detail-oriented with the ability to prioritize, plan and organize. Must be comfortable operating in a fast-paced environment
• Strong interpersonal and verbal/written communication
• Self-starter, self-motivated and capable of building relationships across teams
• Ability to navigate ambiguity and manage competing and changing priorities
• Strong command of data and metrics to drive improvements and results
• Experience working cross functionally with tech and non-tech teams
• Exceptional interpersonal and communication (written and verbal) skills

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.