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. 

Qualifications

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 Office Suite, Gmail, and Excel 
• Ability to manage a diverse team and provide ongoing coaching and mentorship 
• Flexibility to work varying hours, including weekends, holidays, and overnight shifts as required

Preferred

• Master’s Degree in Business Administration (MBA) or related field 
• Certification in Lean, Six Sigma, or similar process improvement methodologies 
• Experience managing both salaried and hourly workforces in a large-scale distribution or fulfillment center 
• Strong problem-solving skills and the ability to handle changing priorities in a fast-paced environment 
• Interest in long-term career development through assignments across multiple facilities

Physical Requirements

• Ability to lift and move totes up to 49 pounds each 
• Frequent bending, lifting, stretching, and reaching 
• Standing and walking for an average of 5 miles per day 
• Ability to work in construction/distribution environments (e.g., noisy, unlit, unheated, non-air-conditioned)