Senior Operations Manager

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 If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you.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 Senior Operations Manager We are seeking a Senior Operations Manager to join our growing team. As a Senior Operations Manager you will lead strategic operations within our Quince Returns Center, overseeing a team of Area Managers and Operations Managers and their direct reports. Your role is central to driving the success of our reverse logistics processes while ensuring the highest standards of safety, accuracy, and efficiency. You’ll oversee strategic direction for mentoring leaders, optimizing workflows, and implementing data-driven improvements across multiple return functions. Your ability to lead through others, identify operational bottlenecks, and scale best practices will directly impact our customer experience and operational performance. Responsibilities: • Lead, mentor, and coach leaders to develop a team of Area Managers and Operations Managers and their teams to ensure strong leadership, high employee engagement, and consistent execution of warehouse returns processes. • Oversee and drive strategic and daily operations within the Returns Warehouse, ensuring targets are met for processing speed, inventory accuracy, and customer resolution time. • Maintain and promote a culture of safety, ensuring OSHA compliance and adherence to internal safety protocols across all work areas. • Monitor performance metrics and conduct regular operational reviews to ensure productivity and quality goals are met, identifying and resolving gaps proactively. • Collaborate with executive leadership and cross-functional teams with HR, Finance, Safety, Facilities, and Inventory Control teams to plan labor, implement policy changes, and optimize performance. • Drive and execute continuous improvement initiatives using Lean, Six Sigma, Kaizen, and advanced analytics methodologies to improve turnaround times, reduce cost per unit, and eliminate waste. • Partner with the general manager and Executive Leadership and other senior leaders to align team execution with broader organizational goals and future growth initiatives. • Foster a positive and productive work environment through coaching, recognition, and regular performance feedback. • Perform additional duties as needed to ensure the successful operation and scaling of our returns fulfillment center. Qualifications Required • Bachelor’s degree in Business, Operations, Supply Chain, or a related field (or equivalent experience). • 8+ years of operations leadership experience with 4+ years managing salaried leaders (e.g., Area Managers and Operations Managers) in a warehouse, fulfillment, logistics, or distribution setting. • Demonstrated success in leading teams to achieve KPIs and operational goals in a fast-paced environment. • Availability to work a flexible schedule, including weekends, nights, and holidays as needed. Preferred • Masters degree in Business, Operations, Supply Chain, or related field (or equivalent experience • Experience overseeing returns or reverse logistics operations in a high-volume environment. • Familiarity with Lean, Six Sigma, and continuous improvement practices. • Proven ability to lead multiple teams, prioritize competing demands, and deliver results under pressure. • Strong communication, problem-solving, and organizational skills. • Industry background in e-commerce, apparel, retail, or high-growth warehouse operations is highly desirable. Physical Requirements: • Lift up to 49 pounds and frequently push, pull, squat, bend, and reach with or without reasonable accommodation • Stand and walk for extended periods during shifts (up to 12 hours), with or without reasonable accommodation • Work in an environment with fluctuating noise levels and temperatures. • Frequently climb and descend stairs with or without reasonable accommodation All posted ranges are reflective of base salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles. Pay Range $144,000—$177,000 USD 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.