Director, WFM, Planning, & Business Operations

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. 

Problem Solver; Self-Starter; Optimist; Figure it Out

• Data driven in decision making 
• Innovator - Ability to maximize efficiency without negatively impacting retention 
• Ownership; Driving results; Earns trust 
• Effective verbal and written communication; Ability to communicate to all roles within the organization 

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 that can 
• 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