This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

The Team Lead, Project Management is a people and process leader with a passion for delivering exceptional customer experiences and building high-performing teams. You bring proven success in managing remote teams, ideally in a fast-paced, digital-first environment. You balance empathy and accountability, know how to motivate and coach, and thrive on solving problems creatively while ensuring consistency in service quality. You are ultimately accountable for the customer experience delivered by your team.

You're data-informed, but people-driven, able to translate insights into actions, set clear goals, and inspire teams to exceed them. You’re tech-savvy, customer-obsessed, and love transforming challenges into opportunities.

Responsibilities

• Lead, manage, and develop a team of US-based Project Managers focused on delivering best-in-class project management of B2B orders.
• Drive team performance and KPIs (On Time Delivery, Quality Assurance, Response Time, Escalation Management) and implement action plans for continuous improvement.
• Create a culture of ownership, growth, and accountability through regular coaching, feedback, and performance reviews.
• Collaborate cross-functionally with product, logistics, and marketing to address customer pain points and provide insights to drive improvements.
• Lead initiatives that elevate the customer journey, reduce friction, and increase retention and satisfaction.
• Assist with hiring, onboarding, and ongoing training to ensure readiness and alignment with Quince values.
• Accountable for escalations across your team, ensuring prompt resolution.
• Serve as a subject and process expert on client-facing calls.
• Manage work load balance and coverage during absences.

Key Accountabilities & Deliverables - Team Performance

• Direct team scorecard:
  • On Time Delivery: 99%
  • Quality Acceptance: 99%
• Additional team KPIs:
  • Response Times
  • PM Ball Drop Escalations

Key Accountabilities & Deliverables - Individual Goals

• Performance Management: Monitor each of your team member’s performance and alignment with the key department metrics. Perform timely coaching, and feedback sessions with documentation and follow-up completed in real time.
• Team Engagement: Communicate with your team daily, answering questions, and addressing issues.
• Email & Task Management: Respond to all assigned Tasks within the corresponding SLA and follow up on emails or requests for assistance within the same day.
• Project Manage: Project Manage projects independently to maintain expertise in the process and effectively suggest and drive improvements.
• 1:1s: Prepare for and host 1:1s for all team members on weekly or bi-weekly cadence, depending on need.
• Attrition Management: Surface attrition risks and performance concerns promptly and proactively with leadership.
• 30/60/90 Onboarding: Fill out 30/60/90 Onboarding documentation for all new joiners.
• PM Weekly: Co-Lead the PM weekly call.
• JIRA Filing: File JIRAs for any issues or concerns that arise on your team.
• Special Projects: Occasionally, you may be asked to complete various projects supporting your team or addressing specific issues that arise.
• Customer Escalations: Handle customer escalations promptly and professionally.
• Hiring & Interviewing: Attend all scheduled interviews and submit a scorecard within 1 hour of completion of interview.
• Attendance Monitoring: Manage Out of Office schedules and coverage appropriately.

Pay Range

$80,000 — $100,000 USD

Why Quince?

Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.

Equal Opportunity & Hiring Integrity

Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form.

Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws.

Security Advisory: Beware of Frauds. At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices.