Quality Assurance Manager, Customization

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 If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you.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 Quality Assurance Manager, Customization Quince is hiring a Quality Assurance Manager, Customization to serve as our on-the-ground quality champion at our decoration facility in Santa Fe Springs, CA. This is a fully on-site role, Monday through Friday during regular business hours. The role may involve transportation to our Los Angeles Warehouse and other decorators in the area as needed to address quality issues. You will be the eyes and ears of Quince at the facility — inspecting inbound inventory, auditing production quality, raising issues in real time, and building the processes that drive us to our targets of 99% On-Time Delivery and 99% Quality Acceptance. You will serve as the critical link between the physical production floor and our remote team of project managers, providing clear, timely updates and escalating risks before they become problems. Your inputs will help shape our Production Management Software. Responsibilities • Own quality outcomes, holding performance to 99% on-time delivery and 99% quality acceptance rate targets across all production runs. • Monitor the inspection of inbound inventory received at the facility, verifying quantities, condition, and specifications against purchase orders and production requirements, drive timely inventory replacements to minimize production delays. Identify root cause issues stemming from the warehouse, and work cross-functionally to implement SOPs at the warehouse level to resolve issues. • Conduct production quality checks throughout the decoration process (e.g., embroidery, screen-printing, heat transfer, embossing), identifying defects, inconsistencies, or deviations from brand standards. • Raise issues quickly and clearly, documenting defects, inventory discrepancies, and production delays with supporting evidence (photos, data, root cause notes) and driving swift resolution with the decorator. Push the third party to implement changes rapidly. • Provide structured and ad hoc updates to the remote project manager team, communicating production status, quality metrics, open issues, and risk flags in a clear, actionable format. Work with the Program Manager to incorporate project updates into the Production Management System. • Build and implement QA processes and SOPs from the ground up — from incoming goods inspection to final outbound audits — to create a repeatable, scalable quality system. • Track and analyze quality and delivery KPIs, identifying trends, recurring issues, and opportunities for improvement, and presenting findings to internal stakeholders. • Influence and partner with the 3P decorator to drive adoption of Quince quality standards, SOPs, and process improvements — building trust and buy-in at the facility level to implement changes that stick. • Identify root causes of quality failures, inventory discrepancies, and delivery misses, and work cross-functionally with internal project managers, sourcing, and the decorator to resolve them and prevent recurrence. • Support onboarding of new product lines or decoration techniques by developing quality checkpoints and training criteria specific to each program. • Maintain accurate records of quality references, inspections, defect rates, corrective actions, and inventory discrepancies in Quince's tracking systems. • Conduct weekly operations check-ins with decorators to review performance, open issues, corrective actions, and upcoming production requirements. Qualifications Required: • 5+ years of experience in warehouse operations, quality assurance, quality control, or production operations, preferably within apparel, accessories, textiles or decorated goods. • Proven ability to identify, escalate, and resolve production and inventory quality issues in a fast-moving environment. • Strong process-building mindset — experience creating SOPs, inspection criteria, and quality frameworks from scratch. • Excellent communicator, able to translate on-the-ground observations into clear, concise written updates for a remote team. • Detail-oriented and data-driven, with experience tracking KPIs and using metrics to drive decisions and accountability. • Comfortable working independently on-site with minimal direct supervision while staying tightly aligned with a distributed team. • Proficiency with production tracking tools, WMS/OMS systems, or similar platforms; strong skills in Excel/Google Sheets for reporting. • Flexible and solutions-oriented, with the ability to adapt quickly to shifting priorities, rush orders, and unexpected issues. • Nice to have: Hands-on knowledge of decoration techniques (embroidery, screen-printing, heat transfer, embossing) and the quality standards associated with each. PHYSICAL REQUIREMENTS, WITH OR WITHOUT REASONABLE ACCOMMODATION: • This is a fully on-site role, located in Santa Fe Springs, CA. You will be present at the facility during regular business hours. This is not a remote or hybrid position. • Lifting up to 50 pounds. • Standing and walking throughout the entirety of your shift. • Ability to go up and down stairs, use of ladders throughout the day as needed. • Bending, twisting, or kneeling may be required throughout the day for lifting or maneuvering objects. • May be asked to work outside or travel to shoots off-site as needed. 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 $98,000—$126,000 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.