General Manager - Returns Warehouse

About the role

As the General Manager/Site Leader at Quince.com, you will play a pivotal role in overseeing our second Returns Processing Center, building it from the ground up. Leading a dynamic team that includes two Operations Managers, two Area Managers, and up to 400 hourly Associates, you'll drive performance while fostering a positive and safe work environment within a rapidly growing business and a 100,000 square foot facility. This position is responsible for budget management, people development, and achieving operational objectives. You will oversee daily operations, lead continuous improvement initiatives, and ensure exceptional customer satisfaction. This is a unique opportunity to shape the future of our operations and contribute to a collaborative, results-driven team culture.

Responsibilities

• Lead and manage all aspects of site operations, including performance, quality, safety, and customer experience across all departments.
• Foster a culture of continuous improvement by implementing Lean and Six Sigma methodologies, driving process enhancements and quality initiatives.
• Set performance goals for your team, provide coaching and feedback, and ensure alignment with company objectives.
• Manage performance KPIs, identify and track key metrics, and plan continuous improvement efforts to enhance operational efficiency for your facility.
• Use data-driven insights and analytics to identify areas for improvement, track performance metrics, and implement strategies to optimize operational efficiency.
• Leverage data analytics and automation tools to optimize reverse logistics flows, improving the speed and accuracy of returns processing and minimizing costs.
• Ensure all safety standards and compliance regulations are followed, creating a secure working environment for all team members.
• Oversee staffing, including recruitment, training, performance management, and the development of team members.
• Cultivate positive employee relations, support career development, and promote a strong leadership pipeline within the organization.
• Collaborate with cross-functional teams (HR, Finance, IT, Facilities, etc.) to ensure resource availability and support for key projects and initiatives.
• Share best practices and lessons learned with other facilities and headquarters to drive consistency and operational excellence across the network.
• Manage the operational P&L for the site, ensuring cost control and budget adherence.

Requirements

• Required
• Bachelor's Degree in Business, Operations, Supply Chain, or a related field
• 7+ years of leadership experience in manufacturing, distribution, or e-commerce environments, including at least 2 years in a senior management role
• Proven track record of driving operational performance, process improvement, and team development
• Experience managing performance metrics, budgets, and P&Ls
• Proficiency in Microsoft

Additional Information

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.

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