Quince is hiring a
Director, Support Operations in United States

Summary

The Director, Support Operations will lead the growing customer service operations and workforce, ensuring proper forecasting, hiring, staffing, and management of a high-performing team. They will partner with Quince Finance to accurately forecast customer service needs, build a scalable service model, and experiment with novel service models. The ideal candidate has leadership experience in a top-tier CX organization, a sharp analytical toolkit, the ability to solve complex problems from first principles, an owner mindset, strong communication skills, and knowledge of existing workforce technology solutions.

Requirements

• You have both leadership experience within a top-tier CX organization as well as demonstrated success as a business generalist
• You have a sharp analytical toolkit, and are able to frame problems, gather data, and run basic, accurate analysis, independently
• You have an ability to solve complex operating problems from first principles, typically getting deep into data and/ or the physical world to find root causes
• You are an owner; someone who is relentless in the pursuit of their goals
• You are comfortable working as an individual contributor, and are able to go from creating a strategy at 30,000 ft to implementing it on the ground at 3 ft
• You have a track record of partnering across large, complex organizations to achieve your objectives
• You have an innate bias to action, moving quickly to do today what could be put off until tomorrow
• You iterate, working to improve 1% everyday
• You’re an excellent verbal and written communicator, able to share complex updates and learnings succinctly and quickly
• You have strong knowledge of existing workforce technology solutions including NICE, Verint, Playvox or other
• You have partnered and staffed with top-tier global customer service BPOs

Responsibilities

• Lead our growing customer service operations and workforce
• Ensure we properly forecast for, hire, staff, and manage a high-performing customer service team
• Partner with Quince Finance to accurately forecast our customer service needs on a rolling 8-week basis
• Build a staffing solution that matches our forecasted ticket arrival patterns to our workforce schedule
• Ensure we hit our daily, weekly, and monthly service level targets across our email, chat, phone, and social support channels
• Surface and resolve gaps in team productivity
• Lead our real-time analytics team, managing and monitoring our support operation 24/7/365
• Partner with team and company-level stakeholders to ensure we hit the business inputs needed to achieve our annual cost plan
• Build a scalable service model that can flex to accommodate the seasonal ramp in our business
• Experiment with novel service models to deliver luxury levels of personalization and care at scalable levels of efficiency