Team Lead, Project Management

ABOUT QUINCE 

Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value.

Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions:

• Customer First: We prioritize customer satisfaction in every decision.

• High Quality: True quality means premium materials and rigorous production standards you can feel good about.

• Essential Design: We focus on timeless, functional essentials instead of chasing trends.

• Always a Better Deal: Innovation and transparency ensure value for both customers and partners.

• Social & Environmental Responsibility: We commit to sustainable materials, ethical production, and fair wages.

Quince partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency.

OUR TEAM AND SUCCESS 

At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status quo. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world-class team committed to excellence. 

If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince.

THE IDEAL CANDIDATE:

The Team Lead, Project Management is a people and process leader with a passion for delivering exceptional customer experiences and building high-performing teams. You bring proven success in managing remote teams, ideally in a fast-paced, digital-first environment. You balance empathy and accountability, know how to motivate and coach, and thrive on solving problems creatively while ensuring consistency in service quality. You are ultimately accountable for the customer experience delivered by your team. 

You're data-informed, but people-driven, able to translate insights into actions, set clear goals, and inspire teams to exceed them. You’re tech-savvy, customer-obsessed, and love transforming challenges into opportunities. 

RESPONSIBILITIES:

• Lead, manage, and develop a team of US-based Project Managers focused on delivering best-in-class project management of B2B orders. 
• Drive team performance and KPIs (On Time Delivery, Quality Assurance, Response Time, Escalation Management) and implement action plans for continuous improvement. Manage underperformance swiftly, taking the utmost care to ensure that customers are not negatively impacted by any one member of the team. 
• Create a culture of ownership, growth, and accountability through regular coaching, feedback, and performance reviews.
• Collaborate cross-functionally with product, logistics, and marketing to address customer pain points and provide insights to drive improvements.
• Lead initiatives that elevate the customer journey, reduce friction, and increase retention and satisfaction
• Assist with hiring, onboarding, and ongoing training to ensure readiness and alignment with Quince values
• Accountable for escalations across your team, ensuring prompt resolution
• Serve as a subject and process expert on client-facing calls
• Manage work load balance and coverage during absences 

Key Accountabilities & Deliverables - Team Performance

• Direct team scorecard:  
• On Time Delivery: 99% 
• Quality Acceptance: 99%

• Additional team KPIs: 
• Response Times
• PM Ball Drop Escalations

Key Accountabilities & Deliverables - Individual Goals

• Manager expectations: 

Daily 

Weekly 

Ongoing / As Needed

Performance Ma