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Quince(25 days ago)

HybridFull TimeManager$159,000 - $227,000Customer Experience (B2B)

About this role

The Senior Manager, Customer Experience (B2B) at Quince will own and scale the end-to-end customer experience for B2B customers, leading the Project Management function and building the team and systems needed to support rapid business growth. The role combines strategic and operational ownership to maintain high service standards (including 4.8+ CSAT and same-day responsiveness) while partnering across Sales, Operations, Product, Engineering, and Supply Chain. This position reports to the GM of B2B and is responsible for defining playbooks, operating models, and performance metrics to ensure consistent execution as the business scales.

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Required Skills

Project Management
Headcount Forecasting
CSAT Ownership
SLA Management
Operating Model
Playbook Development
Cross-Functional Partnership
Performance Management
Escalation Management
Process Improvement

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About Quince

quince.com

Quince is a direct-to-consumer brand that offers high-quality wardrobe and home essentials at radically low prices. They source premium materials—Mongolian cashmere, Italian leather, Turkish cotton and washable silk—and sell apparel, footwear, home textiles and leather goods with no middleman markup. Quince emphasizes classic design, durable construction and transparent pricing to make luxury basics accessible to more people. The brand targets value-conscious shoppers who want elevated essentials without premium retail markups.