Director of Workforce Management, Planning, & Business Operations - Remote

Overview

Quince is seeking a Sr Operations leader to support the Quince Customer Experience and Support (CS) organization, focusing on workforce management, capacity planning, and operational efficiency.

In Short

• Lead workforce management and capacity planning for customer service.
• Support development and administration of CS tools.
• Align CS resourcing with company programs.
• Drive continuous improvement through data.
• Manage relationships with BPO partners.
• Ensure compliance with security requirements.
• Create mechanisms to capture customer experience opportunities.
• Monitor and maintain CS system health.
• Communicate effectively across all roles.
• Achieve operational budget goals.

Requirements

• 5+ years of customer service experience and workforce management.
• Experience managing BPO relationships.
• Strong command of data for strategy development.
• Detail-oriented and able to prioritize in fast-paced environments.
• Exceptional interpersonal and communication skills.
• Ability to navigate ambiguity and changing priorities.
• Experience working cross-functionally.

Benefits

• Competitive salary and bonus eligibility.
• Opportunity to work with a talented team.
• Commitment to sustainability and social responsibility.
• Professional growth and development opportunities.
• Inclusive and diverse work environment.