Operational Excellence Manager, Customer Support

OUR STORYQuince 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 VALUESEVERYONE 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 SUCCESSQuince 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 CANDIDATEThe ideal candidate is a self-starter, problem-solver and successful in combining technology and data into best-in-class outcomes.  The candidate is energized by solving complex business problems and consistently effective in making high-judgement decisions at rapid pace amidst the frequent ambiguity that comes with charting a course of action with no precedent.  Moreover, the ideal candidate is energized by an environment where strategy, innovation and decision-making are intentionally distributed, where candor, speed and data are highly valued and colleagues at all levels hold each other to unusually high standards on behalf of Quince customers.
Quince is seeking an Operational Excellence Manager to join our rapidly growing Customer Support (CS) team. This role is designed as an individual contributor to lead the CS team in developing and successfully executing continuous improvement and innovation initiatives.  The ideal candidate has demonstrated the ability to utilize data and technology to create process roadmaps that align stakeholders to achieve performance metric expectations. This role requires the ability to collaborate with all levels within the organization to foster an effective balance of data analysis, the latest technology, and customer feedback to drive decision making, process improvement priorities, and to champion a culture of continuous improvement.
A successful candidate must have experience in process mapping, change management, data analytics, and Six Sigma techniques.  This role requires the ability to utilize data to monitor and analyze KPIs, build data analysis reporting to drive decisions and measure results.  The candidate must be comfortable operating with a fast paced, start-up environment that rewards results. The candidate must have the capability to test and learn in order to identify efficiencies through technology and processes that may start in a very scrappy way but achieve positive results. 

Key Job Responsibilities include:

• Demonstrating a Customer First mindset across all processes and programs.  Always starting with the customer first and working backwards. 
• Continuous improvement of CS processes and programs.  Ability to create, implement, and measure results, modifying where needed to achieve expected outcomes.
• Develop and manage a CS new process requests intake and prioritization process.  Work cross functionally to capture new programs and processes to ensure successful execution by the CS team. 
• Create CS documentation process in order to record, analyze, and refine business processes for improved efficiency. This includes existing and new SOPs, along with CS programs focused on reducing customer contact rate and operational loss that drives shopper loyalty.  
• Plan, communicate, and successfully execute change across the CS team.
• Must have the adaptability to nurture a mindset of continuous improvement across the CS team.
• Prepare weekly and monthly KPI reports along with variance analysis.
• Improve upon various CS processes by streamlining existing processes by leveraging technology where possible. Utilize new CS tools to implement the latest in AI innovations to improve organizational effectiveness. 
• Regular auditing of ope